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

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.
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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.

Technical Support Engineer

Key skills