Technical Support Engineer, Tracking & Telematics

2 Months ago • 2-3 Years • Research & Development

Job Summary

Job Description

As a Technical Support Engineer at Motive, you'll be a Subject Matter Expert, managing, diagnosing, and troubleshooting technical support cases. Responsibilities include communicating with customers, utilizing engineering tools to modify data, performing data analysis using tools like Grafana and DataDog, determining root causes of errors, and exceeding customer expectations. You'll need in-depth knowledge of Motive products and expertise in navigating the platform. Building strong customer relationships and contributing to the knowledge base are key aspects of the role. You'll also mentor other support engineers and collaborate with technical leads.
Must have:
  • 2-3 years customer support/technical support experience
  • Understanding of RESTful APIs, SQL, OAuth 2.0
  • Proficient in data analysis and root cause analysis
  • Excellent communication skills
  • Bachelor's degree in Computer Science/Engineering or equivalent
Good to have:
  • Intermediate-level expertise in programming (Python, C++, etc.)
  • Familiarity with hardware/firmware troubleshooting
  • Experience with SaaS-based products

Job Details

Who we are:

Motive empowers the people who run physical operations with tools to make their work safer, more productive, and more profitable. For the first time ever, safety, operations and finance teams can manage their drivers, vehicles, equipment, and fleet related spend in a single system. Combined with industry leading AI, the Motive platform gives you complete visibility and control, and significantly reduces manual workloads by automating and simplifying tasks.

Motive serves more than 120,000 customers – from Fortune 500 enterprises to small businesses – across a wide range of industries, including transportation and logistics, construction, energy, field service, manufacturing, agriculture, food and beverage, retail, and the public sector.

Visit gomotive.com to learn more.

About the role:

The Technical Support Engineer - Tracking and Telematics role is a Subject Matter Expert that manages, tracks, diagnoses, and troubleshoots the cases in Technical Support. They also train, educate, assist, and guide other employees within Support and across the company. An important aspect is to identify and alert the necessary stakeholders on larger issues and trends and understand the magnitude and scope of the problems before working with the Technical Lead.

What You'll Do:

  • Communicate with customers about reported issues, escalated cases, and urgent inquiries to minimize customer churn
  • Utilize tools developed by the engineering team to modify user/vehicle data for resolving support issues
  • Perform data analysis to assess the impact and prevalence of issues using analytics tools like Grafana, DataDog, Redash, AWS Cloudwatch, and Pendo
  • Determine how to resolve support issues by identifying changes needed in data, hardware, or processes, and applying them with minimal user disruption
  • Determine root causes of errors/bugs using available data and tools, and report them to the Technical Leads
  • Exceed customer expectations in terms of quality, timeliness, documentation, resolution, and overall customer experience
  • In-depth knowledge of Motive products and features, with expertise in navigating the Motive Front End Dashboard and Backend Console
  • Build trusting relationships with customers through open and interactive communication over the phone, chat, and emails
  • Provide constructive feedback and write Knowledge-base articles to share knowledge and support other team members

What We're Looking For:

  • 2-3 years of experience in Customer Support, Technical Support, or Software Development, preferably in customer-facing roles
  • Bachelor's Degree in Computer Science/Engineering (Software, Electrical, Electronics) or equivalent practical experience
  • Understanding of RESTful APIs, SQL, Developer Knowledge, and OAuth 2.0.
  • Intermediate-level expertise in any programming language (e.g., Python, C++, C#, Ruby)
  • Familiarity with the software development process and understanding of tools for SAAS-based products
  • Proficient technical skills for analyzing crucial data points and ability to perform in-depth root cause analysis
  • Familiarity with hardware and firmware level troubleshooting
  • Share knowledge and mentor technical support engineers to foster a collaborative and high-performing team environment
  • Excellent written and verbal communication skills
  • Flexibility to participate in on-call rotation

 

 

 

Creating a diverse and inclusive workplace is one of Motive's core values. We are an equal opportunity employer and welcome people of different backgrounds, experiences, abilities and perspectives. 

Please review our Candidate Privacy Notice here.

The applicant must be authorized to receive and access those commodities and technologies controlled under U.S. Export Administration Regulations. It is Motive's policy to require that employees be authorized to receive access to Motive products and technology. 

#LI-Remote

Similar Jobs

Capgemini - Senior Software Engineer - C

Capgemini

Pune, Maharashtra, India (On-Site)
1 Day ago
Eventbrite - Site Reliability Engineer II

Eventbrite

(Remote)
1 Day ago
GoMotive - Senior Software Engineer, Backend

GoMotive

(Remote)
1 Day ago
Maersk Careers - Senior Elixir Software Engineer - Energy Transition

Maersk Careers

Porto, Porto District, Portugal (Remote)
1 Month ago
NVIDIA - Engineering Farm Engineer

NVIDIA

Bengaluru, Karnataka, India (On-Site)
2 Weeks ago
NVIDIA - Senior ASIC Full Chip Verification Engineer

NVIDIA

Texas, United States (On-Site)
6 Days ago
Google - Pixel Lead, Brownout Mitigation

Google

Mountain View, California, United States (On-Site)
2 Days ago
Cadence - Lead Product Engineer

Cadence

Beijing, Beijing, China (On-Site)
7 Months ago
NVIDIA - Chip Architect

NVIDIA

Yokne'am Illit, North District, Israel (On-Site)
3 Months ago
Cadence - Principal Design Engineer

Cadence

Bengaluru, Karnataka, India (On-Site)
7 Months ago

Get notifed when new similar jobs are uploaded

Similar Skill Jobs

Gitlab - Intermediate Site Reliability Engineer

Gitlab

(Remote)
6 Hours ago
Life church - APIs Staff Engineer

Life church

Edmond, Oklahoma, United States (On-Site)
6 Months ago
Extreme Network - Staff QA Automation Engineer

Extreme Network

(Remote)
1 Month ago
Booming games - Game Mathematician

Booming games

Berlin, Berlin, Germany (On-Site)
3 Weeks ago
Google - Senior UX Engineer, Google Home

Google

Mountain View, California, United States (On-Site)
2 Weeks ago
Google - Technical Solutions Engineer, AI/ML

Google

Warsaw, Masovian Voivodeship, Poland (On-Site)
2 Days ago
The Walt Disney Company - Manager, Database Reliability Engineering

The Walt Disney Company

Washington, United States (On-Site)
1 Month ago
Microsoft - Member of Technical Staff - Backend Engineer, Product

Microsoft

Mountain View, California, United States (Hybrid)
2 Weeks ago
Visual Concepts - Senior Server Engineer

Visual Concepts

Austin, Texas, United States (On-Site)
1 Month ago
ASSIST Software - C++ Developer

ASSIST Software

Suceava, Suceava County, Romania (On-Site)
5 Months ago

Get notifed when new similar jobs are uploaded

Jobs in Pakistan

GoMotive - Technical Support Engineer - Fleet and Mobile Pod

GoMotive

Pakistan (Remote)
1 Month ago
Epic Games - 3D Artist

Epic Games

Islamabad, Islamabad Capital Territory, Pakistan (On-Site)
1 Month ago
GoMotive - Senior SQA Engineer

GoMotive

Pakistan (Remote)
1 Month ago
PwC - Associate - Business & Risk Consulting

PwC

Karachi, Sindh, Pakistan (On-Site)
7 Months ago
Codeninja - Solution Architect

Codeninja

Lahore, Punjab, Pakistan (On-Site)
2 Days ago
zones carrers  - Licensing Support Specialist

zones carrers

Islamabad, Islamabad Capital Territory, Pakistan (On-Site)
4 Weeks ago
zones carrers  - Brand Champion - Microsoft

zones carrers

Islamabad, Islamabad Capital Territory, Pakistan (On-Site)
1 Month ago
Fragg games - 2D/3D Animator

Fragg games

Lahore, Punjab, Pakistan (On-Site)
1 Day ago
GoMotive - Software Engineer - Backend

GoMotive

Pakistan (Remote)
1 Month ago
Zones LLC - Business Systems Analyst - Finance

Zones LLC

Pakistan (On-Site)
2 Months ago

Get notifed when new similar jobs are uploaded

Research & Development Jobs

Rivos - Platform FPGA Design

Rivos

Santa Clara, California, United States (On-Site)
6 Months ago
ByteDance - Research Scientist, Data Management and Security - Infrastructure System Lab

ByteDance

San Jose, California, United States (On-Site)
2 Weeks ago
Google - SoC Design/Integration Engineer, Silicon

Google

Bengaluru, Karnataka, India (On-Site)
2 Weeks ago
Google - Staff Silicon System Architect

Google

Mountain View, California, United States (On-Site)
2 Weeks ago
Rivos - Post-Silicon Engineering Program Manager - Full Time

Rivos

Santa Clara, California, United States (On-Site)
6 Months ago
Regent Craft - Embedded Software Engineering Intern

Regent Craft

North Kingstown, Rhode Island, United States (On-Site)
6 Months ago
ByteDance - Backend Engineer - Applied Machine Learning Platform

ByteDance

Singapore (On-Site)
6 Months ago
Microsoft - Research Intern - Database Internals (PostgreSQL)

Microsoft

Redmond, Washington, United States (On-Site)
1 Week ago
Krafton  - Data Entry Planner

Krafton

(On-Site)
3 Weeks ago

Get notifed when new similar jobs are uploaded