Senior Backline Support Engineer

Description:

Motive is looking for a Senior Backline Support Engineer to help resolve complex technical issues and improve the support experience for our customers. You will own escalated cases, investigate root causes, identify product and process gaps, and provide technical guidance to frontline support teams. You will report into Rafay Maqsood (Manager, Technical Support Engineering).

What You'll Do
 

• Own complex escalations from frontline support through investigation, resolution, and clear communication.
• Diagnose software, hardware, integration, and data-related issues using logs, analytics, APIs, SQL, and internal tools.
• Identify root causes, assess customer impact, and document actionable findings for Engineering and Product teams.
• Create and maintain detailed bug reports, technical documentation, knowledge base content, and troubleshooting guides.
• Provide technical guidance, coaching, and constructive feedback to support engineers and adjacent teams.
• Communicate with customers during urgent or high-impact issues to drive timely and effective resolution.
   

What We're Looking For
 

• 4+ years of experience in technical support, customer support engineering, software development, or a related field.
• Strong understanding of APIs, SQL, software troubleshooting, and technical debugging methodologies.
• Experience diagnosing complex issues across web applications, mobile applications, hardware, integrations, or data systems.
• Experience using tools such as Jira, Salesforce, Looker, Confluence, or comparable support and analytics platforms.
• Strong analytical and problem-solving skills with the ability to identify root causes and drive issues to resolution.
• Excellent spoken and written English with the ability to communicate technical concepts clearly to both technical and non-technical audiences.