Senior Backline Support Engineer

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

📋 Description

• Troubleshoot intricate device issues from start to finish: Investigate and resolve challenging problems affecting our devices in the field by combining insights from hardware behavior, firmware logs, and service signals to pinpoint the true root cause.

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

• Distinguish between hardware, firmware, and software causes: Methodically determine whether a symptom is caused by physical installation, harness/vehicle interface, firmware logic, or the services managing the devices, and facilitate the appropriate resolution with the relevant team.

• Replicate and confirm issues in lab and field-like environments: Collaborate with simulators, harnesses, bench setups, and controlled test fleets to reproduce customer issues, validate hypotheses, and ensure solutions are effective before widespread deployment.

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

• Execute software-level debugging for device-facing services: Analyze 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.

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

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

• Mentor and elevate the broader support organization: Document repeatable troubleshooting processes, decision trees, and best practices; guide other Support and Field teams on recognizing and managing hardware/firmware/software issues before escalation is necessary.

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

⛳️ Requirements

• 2–3+ years in Backline / Tier 3 / Escalation Support, Systems Engineering, or a similar position, with practical ownership of hardware and firmware challenges in production settings.

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

• Experience 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, as well as understanding how these signals are utilized by on-device firmware and higher-level services.

• Knowledge of fundamental embedded concepts: power/boot behavior, watchdogs, resets, configuration, over-the-air updates, and how these can fail in inconsistent real-world conditions.

• Proficiency in software-level debugging for services interacting with devices (e.g., analyzing application logs, tracing configuration/state through components, identifying deviations from expected flows).

• Capability to design and implement reproduction strategies in laboratory or controlled environments and transform findings into detailed bug reports and test cases.

• Established track record of delivering clear root cause analyses and corrective and preventive actions (CAPA) for recurring or systemic incidents.

• Strong collaborative skills, 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 environments, and familiarity with using scripting (e.g., Python/Bash) to automate diagnostics or data analysis.

🏝️ Benefits

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

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