Lead Support Engineer

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

📋 Description

• Support TSEs with intricate or unfamiliar challenges when they are unable to determine the next troubleshooting step or resolution strategy.

• Evaluate TSE investigations and provide practical coaching on issue framing, hypothesis formulation, evidence collection, testing, and documentation.

• Enhance TSE understanding of Motive products, workflows, system behaviors, known limitations, hardware, integrations, and typical failure modes.

• Demonstrate structured troubleshooting and instruct TSEs to transition from symptoms to evidence-based conclusions.

• Assist TSEs in their investigations to foster self-sufficiency instead of taking charge of every issue.

• Mentor TSEs in assessing whether issues relate to configuration, workflow, data, hardware, firmware, integrations, expected product behavior, or potential defects.

• Review and enhance TSE escalations to Backline, ensuring that they include clear steps for reproduction, scope, impact, evidence, completed troubleshooting, and a defined task.

• Collaborate with Backline on technical clarifications and aid TSEs in understanding findings, resolutions, and root causes.

• Develop and manage troubleshooting guides, known-issue documentation, diagnostic checklists, technical FAQs, and reusable SQL queries or scripts.

• Identify recurring obstacles and investigative errors, then provide targeted coaching, examples, practice cases, and follow-up validation.

• Communicate recurring patterns and documentation deficiencies with Sr TLs for broader enablement strategies and knowledge-base priorities.

• Keep precise records of coaching themes and technical gaps to evaluate TSE capability enhancements.

• Collaborate with other TLKs to align coaching strategies and ensure consistent technical guidance across teams and regions.

⛳️ Requirements

• Minimum of 2 years of experience working as a Technical Lead or in a comparable senior technical support role.

• Proven track record of resolving complex technical challenges and assisting fellow engineers in their development.

• Extensive knowledge of Motive products or similar experience in supporting complex SaaS, hardware, fleet, logistics, compliance, safety, or asset management platforms.

• Demonstrated capability to coach technical professionals and articulate complex product behaviors in a clear and practical manner.

• Strong investigative skills utilizing logs, SQL, APIs, DataDog, scripting, configuration analysis, and technical documentation.

• Experience in diagnosing issues related to product workflows, data, hardware devices, firmware, integrations, and third-party systems.

• Ability to review incomplete investigations, pinpoint missing evidence or rationale, and guide TSEs towards the next appropriate step.

• Profound understanding of complete, actionable, and technically credible Backline escalations.

• Capacity to balance immediate support with long-term skill development.

• Excellent written and verbal communication skills for internal coaching, documentation, calibration, and technical discussions with Backline.

• Technical background in Computer Science, Engineering, or equivalent practical experience.

• Proficiency in spoken and written English.

• Ability to collaborate effectively across a global Technical Support organization.

• Permanent employment status with no active warnings or Performance Improvement Plans, in line with internal eligibility criteria.

• Capability to generate product documentation, troubleshooting guidance, queries, and knowledge-base content actively utilized by TSEs.

• Ability to exhibit sustained changes in behavior driven by coaching.

🏝️ Benefits

• Equal opportunity employer dedicated to fostering a diverse and inclusive workplace.

• Some interviews or new-hire training sessions may take place in person at one of Motive's global offices.