Technical Account Manager

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

📋 Description

• Act as the main technical liaison for Strategic, Enterprise, and Mid-Market accounts, fostering and sustaining proactive relationships with technical contacts at designated accounts. Develop, manage, and enhance account-specific technical documentation.

• Maintain a comprehensive understanding of account business requirements and support initiatives.

• Surpass benchmarks for response quality, promptness, and customer satisfaction.

• Execute and lead account health campaigns for your customer portfolio.

• Establish relationships internally and externally to resolve technical challenges across all organizational levels.

• Collaborate with Product and Engineering teams to implement solutions for hardware, data, or process issues with minimal disruption to users.

• Utilize data tools to identify inconsistencies and bugs, reporting insights to senior technical teams.

• Manage the complete resolution of escalated cases to ensure an exceptional customer experience.

• Take ownership of the troubleshooting, identification, and resolution process for all assigned customer issues.

• Monitor forthcoming product releases to guarantee smooth transitions for customers, advocating for them in Motive beta programs.

• Create SQL-based queries to detect and resolve emerging technical challenges.

• Engage in rotations and provide off-hours support for upgrades and change management.

⛳️ Requirements

• 1 to 2 years of experience in Technical Support with a permanent employment status.

• Proven track record as an outstanding performer with a proactive "go the extra mile" attitude.

• Full professional fluency in both spoken and written English.

• Excellent communication skills across various platforms (written, live chat, video conference, and in-person).

• Ability to deliver concise, impactful updates to stakeholders and senior engineering teams during escalations.

• A collaborative team player adept at working effectively in a professional, cross-functional setting.

• Advanced analytical capabilities to trace complex issues across hardware, APIs, and databases, utilizing tools like SQL and log parsing to identify root causes and implement scalable, proactive solutions.

• Experience in managing hardware fault analysis, firmware upgrades, and change management processes.

• In-depth knowledge of Motive’s product suite, particularly in the areas of Compliance, Asset, and Safety.

• Familiarity with third-party systems, such as Transportation Management Systems (TMS) or similar platforms.

• Strong understanding of API-based troubleshooting (advanced expertise is a significant advantage).

• Familiarity with telematics and fleet management solutions, especially in Compliance, Asset, and Safety.

• Ability to identify technical trends and implement solutions that avert field failures.

• Experience in assessing bespoke, highly complex custom configurations and their effects on user workflows.

• Strong analytical skills with the capacity to manage critical escalations in high-pressure situations.

• Educational background: Technical degree in Computer Science or Engineering preferred, or equivalent practical experience.

• Flexibility: Willingness to be part of an on-call rotation and work outside regular hours to support customer upgrades.

🏝️ Benefits

• Comprehensive health and wellness benefits.

• Opportunities for professional development and career growth.

• Flexible work schedule options.

• Collaborative and innovative work environment.