Senior Technical Support Engineer, Developer Support

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:

As a Technical Support Engineer, you will be diagnosing and troubleshooting customers’ technical concerns related to our Public API. This role will be highly cross-functional, and you will work closely with Engineering, Professional Services, and Products to derive a solution for our customers. This is a unique opportunity to get operationally hands-on at a fast-growing company.

What You'll Do:

• Determine the root cause of errors/bugs. We will use the data and tools we have to trace the origin of data inconsistencies and bugs and report them to engineering.
• Perform data analysis to determine the impact/prevalence of issues -- use analytics tools like DataDog & Redash.
• The Subject Matter expert will be responsible for attending Developer meeting sessions to assist developers with API-related concerns.
• The Support Engineer will also be responsible for assisting and providing guidance to other employees within Support and across the company.
• In-depth knowledge of Motive products and features, with expertise in navigating the Motive Front End Dashboard and Backend Console.
• Communicate with customers via phone on their urgent inquiries and issues that need urgent attention

What We're Looking For:

• Minimum of 2-3 years of work experience as a Technical Support Engineer or related field.
• Experience in a customer-facing role, specifically in L2 or L3 support.
• Bachelor’s degree in Computer Science or equivalent work experience in a Developer role.
• Understanding of RESTful APIs, SQL, and OAuth 2.0.
• Intermediate-level expertise in any programming language (e.g., Python, C++, C#, Ruby).
• Excellent written and verbal communication skills.
• Strong soft skills and ability to work in a professional environment.
• Team player with the ability to collaborate across departments.
• Taking end-to-end ownership of customer issues, including initial troubleshooting, identification of root causes, and issue resolution.
• Work closely with the Product and Engineering teams to relay customer insights and advocate for necessary changes or features.
• Provide Email and Chat Support to customers needing help with their API Integrations.
• Take end-to-end ownership of customer issues, including initial troubleshooting, root cause identification, and issue resolution.
• Determine the root cause of errors and bugs by using available data and tools to trace the origin of data inconsistencies and report findings to Engineering.
• Perform data analysis to assess the impact and prevalence of issues using analytics tools like DataDog, Redash, AWS Cloudwatch, and Pendo.
• Develop and maintain comprehensive documentation for troubleshooting processes, solutions, and best practices.
• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal stakeholders.
• Act as a Subject Matter Expert by attending Developer meeting sessions to assist with API-related concerns.
• Participate in training and development opportunities to stay current with industry trends and new technologies.
• Share knowledge and mentor technical support engineers to foster a collaborative and high-performing team environment.

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.