Backline Support Engineer

This is a fully remote position, open to applicants in Pakistan.

📋 Description

• Troubleshoot intricate device issues from start to finish: Delve into and resolve the most challenging problems affecting our devices in the field by synthesizing evidence from hardware behavior, firmware logs, and service-side signals to pinpoint the actual root cause.

• Conduct thorough hardware and firmware diagnostics: Utilize device logs, serial/console output, configuration snapshots, telemetry, and on-vehicle data (e.g., CAN/J1939, OBD-II) to gain insights into device performance under real-world conditions.

• Differentiate between hardware, firmware, and software causes: Methodically determine whether a symptom arises from physical installation, harness/vehicle interface, firmware logic, or the services managing the devices, and facilitate the appropriate fix with the relevant team.

• Replicate and confirm issues in laboratory and field-like environments: Collaborate with simulators, harnesses, bench setups, and controlled test fleets to reproduce customer issues, validate hypotheses, and verify solutions before widespread implementation.

• Assist and validate firmware releases: Engage in pre- and post-release validation for firmware updates, monitoring for regressions, rollout/rollback challenges, and edge cases that may occur in specific vehicles, environments, or customer workflows.

• Execute software-level debugging for device-facing services: Analyze and interpret application/service logs, error messages, and state transitions in server-side components that configure devices, manage telemetry, or orchestrate firmware updates; collaborate with Software/Backend Engineering to rectify defects.

• Deliver clear, actionable root cause analyses (RCAs): Take ownership of and present root cause analyses that clarify what failed across hardware, firmware, and software domains, why it failed, its impact on customers, and specific long-term remediation and prevention steps.

• Enhance observability and diagnostics: Provide requirements and feedback to Engineering regarding device and service logging, telemetry, and health signals to ensure that future issues can be detected and diagnosed more swiftly and reliably.

• Mentor and elevate the broader support organization: Document repeatable troubleshooting procedures, decision trees, and best practices; guide other Support and Field teams on recognizing and addressing hardware/firmware/software issues prior to escalation.

• Lead cross-functional incident response: Serve as a technical lead during high-severity incidents, coordinating with Hardware, Firmware, Software/Backend Engineering, Product, and Field/Professional Services to stabilize fleets and communicate updates and next steps.

⛳️ Requirements

• 2–3+ years of experience in Backline / Tier 3 / Escalation Support, Systems Engineering, or a comparable role, with hands-on responsibility for hardware and firmware issues in production settings.

• Proven expertise in system-level debugging that encompasses hardware, firmware, and software, rather than focusing on one layer in isolation.

• Proficiency in reading and interpreting device and firmware logs, serial output, and field telemetry to comprehend state machines, timing, and error conditions.

• Familiarity with vehicle/industrial interfaces such as CAN/J1939, OBD-II, sensors, and cameras, along with an understanding of how these signals are utilized by on-device firmware and higher-level services.

• Knowledge of essential embedded concepts: power/boot behavior, watchdogs, resets, configuration, over-the-air updates, and potential failures in challenging real-world conditions.

• Comfortable with software-level debugging for services that interface with devices (e.g., analyzing application logs, tracing configuration/state through components, identifying discrepancies from expected behaviors).

• Capability to design and implement reproduction strategies in lab or controlled environments, and translate findings into clear bug reports and test cases.

• Documented success in delivering clear RCAs and CAPA (corrective and preventive actions) for recurring or systemic incidents.

• Strong cross-functional collaboration abilities, with experience working closely with Hardware, Firmware, and Software/Backend Engineering, as well as Product and Field/Professional Services.

• Exceptional written and verbal communication skills, with the ability to articulate complex device and system behaviors to both technical audiences and non-technical stakeholders (e.g., customers, executives, frontline support).

• Bonus: experience in telematics, automotive, industrial IoT, or other safety-critical/mission-critical device ecosystems, and familiarity with using scripting (e.g., Python/Bash) for automating diagnostics or data analysis.

🏝️ Benefits

• Creating a diverse and inclusive workplace is one of Motive's core values. We are an equal opportunity employer and welcome individuals from various backgrounds, experiences, abilities, and perspectives.

• Please review our Candidate Privacy Notice here.

• UK Candidate Privacy Notice here.

• The applicant must be authorized to receive and access those commodities and technologies controlled under U.S. Export Administration Regulations.