Description:
Technical Support Engineers (Enterprise Tech Support) manage, track, diagnose, troubleshoot, and identify root causes for customers in Technical Support for all Motive Products. They also train, educate, assist, and provide guidance to other employees within Support and across the company, as needed. An important aspect is to identify and alert the necessary stakeholders on larger issues and trends, and understand the magnitude and scope of the issues before escalating directly to the DSE/Technical Lead/Engineering.
What You’ll Do
- Own and resolve high-priority, technically complex issues for enterprise customers via email, phone, and chat.
- Act as the point of escalation for frontline support engineers and manage end-to-end resolution for advanced cases.
- Troubleshoot and analyze data from telematics devices, dashcams, APIs, mobile apps, and customer environments.
- Collaborate with Engineering and Product teams to identify and resolve bugs, contribute to hotfixes, and improve product stability.
- Document troubleshooting steps, known issues, and best practices to contribute to internal knowledge bases.
- Partner with Customer Success Managers (CSMs) and Enterprise Account Managers (EAMs) to ensure customer satisfaction and retention.
- Monitor trends, proactively flag emerging issues, and suggest product or process improvements.
- Participate in on-call rotations or special projects as needed to support enterprise uptime and availability.
What We’re Looking For
- 2- 3+ years in a technical support, systems engineering, or similar role, preferably supporting SaaS or IoT products.
- Strong troubleshooting skills in one or more of the following areas: Networking, APIs, Linux systems, mobile platforms (iOS/Android), or hardware devices.
- Experience working with enterprise customers and managing escalations with professionalism and urgency.
- Familiarity with tools such as Salesforce, Zendesk, Jira, Kibana, or equivalent CRM/log analysis platforms.
- Excellent verbal and written communication skills with the ability to simplify technical concepts for non-technical users.
- Ability to thrive in a fast-paced, collaborative environment with shifting priorities.
- Bonus: Knowledge of transportation, fleet management, telematics, or logistics operations.