Technical Account Manager

Role Overview

• Serve as the primary technical point of contact for Strategic, Enterprise, and Mid-Market accounts. Build and maintain proactive partnerships with technical contacts at assigned accounts. Create, maintain, and improve account-specific technical documentation.
• Maintain a macro-level understanding of account business needs and support activities.
• Exceed benchmarks for response quality, timeliness, and customer satisfaction.
• Operate and drive account health campaigns for your portfolio of customers.
• Build internal and external relationships to resolve technical issues across all organizational levels.
• Collaborate with Product and Engineering to implement hardware, data, or process fixes with minimal user disruption.
• Use data tools to trace inconsistencies and bugs, reporting findings to senior technical teams.
• Own end-to-end resolution of escalated cases to ensure a premium customer experience.
• Own the troubleshooting, identification, and resolution process for all assigned customer issues.
• Monitor upcoming product releases to ensure seamless transitions for customers. Advocate for customers in Motive beta programs.
• Create SQL-based queries to identify and address emerging technical issues.
• Participate in rotations and provide off-hours assistance for upgrades and change management.

Requirements

• 1 to 2 years of experience in Technical Support with a permanent employment status.
• Demonstrated history as an exceptional performer with a proactive "above and beyond" mindset.
• Full professional fluency in spoken and written English.
• Exceptional communication skills across all mediums (written, live chat, video conference, and in-person).
• Ability to provide concise, high-impact updates to stakeholders and senior engineering teams during escalations.
• A collaborative partner capable of working effectively in a professional, cross-functional environment.
• Advanced analytical skills to trace complex issues across hardware, APIs, and databases, using tools like SQL and log parsing to identify root causes and implement scalable, proactive solutions.
• Experience managing hardware fault analysis, firmware upgrades, and change management practices.
• Deep familiarity with Motive’s product suite, specifically focusing on Compliance, Asset, and Safety.
• Familiarity with third-party systems, including Transportation Management (TMS) or similar platforms.
• Strong understanding of API-based troubleshooting (advanced expertise is a significant plus).
• Familiarity with telematics and fleet management solutions, specifically focusing on Compliance, Asset, and Safety.
• Ability to identify technical trends and implement solutions that prevent field failures.
• Experience evaluating bespoke, highly complex custom configurations and their impact on user workflows.
• Strong analytical skills with the ability to manage critical escalations in high-pressure environments.
• Background: Technical degree in Computer Science or Engineering preferred, or equivalent practical experience.
• Flexibility: Willingness to participate in an on-call rotation and work outside standard hours to facilitate customer upgrades.

Tech Stack

• SQL