Lead Technical Support Engineer

Description:

Motive is a leading provider of AI-driven solutions that empower businesses to manage drivers, vehicles, equipment, and fleet-related spend in a single system. Serving over 120,000 customers across industries such as transportation, logistics, construction, and manufacturing, we are revolutionizing physical operations with cutting-edge automation and visibility tools.

We are hiring a Lead Technical Support Engineer to provide expert-level technical assistance for complex product issues that cannot be resolved by Tier 1 or 2 support teams. This senior role requires deep technical expertise, leadership skills, and a commitment to driving continuous improvement in support processes.

Key Responsibilities:

📌 Technical Expertise & Problem Solving

• Troubleshoot complex technical issues, including SQL queries, APIs, and basic coding-related concerns.
• Identify and resolve product-level limitations that require in-depth technical knowledge.
• Maintain up-to-date technical documentation for internal and external reference.

📢 Collaboration & Leadership

• Work closely with engineering, product development, quality assurance, and backend teams to address technical challenges.
• Lead and mentor Technical Support Engineers, providing guidance on troubleshooting and best practices.
• Participate in on-call rotations to provide 24/7 support, including after-hours and emergency escalations.

🚀 Process Improvement & Customer Satisfaction

• Analyze trends in customer issues to enhance technical support processes.
• Improve the efficiency and effectiveness of support operations through process optimizations.
• Provide exceptional customer service, ensuring timely and accurate responses via phone, email, and chat.

Requirements:

✅ Minimum 3 years of experience in Technical Support or Customer Support.
✅ Strong knowledge of SQL and API troubleshooting.
✅ Basic understanding of at least one programming language.
✅ Ability to diagnose and resolve complex technical issues efficiently.
✅ Experience in ticketing systems, issue documentation, and knowledge management.
✅ Excellent communication, problem-solving, and analytical skills.
✅ Ability to collaborate with cross-functional teams and work in a fast-paced environment.
✅ Willingness to participate in on-call rotations for after-hours support.