Technical Account Manager – Mid-Market, Commercial

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

📋 Description

• Deliver exceptional service, technical assistance, and high-level communication to clients.

• Actively manage and review a portfolio of accounts.

• Address escalated technical support issues, manage issue escalation, suggest training, and provide procedural and status updates.

• Identify resolutions for technical problems related to data, hardware, or processes while minimizing user disruption.

• Examine errors and bugs, identify root causes, trace data discrepancies, and report findings to the Engineering team.

• Develop and execute SQL queries to identify emerging issues and account-related problems.

• Act as the main technical liaison for Strategic, Enterprise, and Mid-Market accounts.

• Take ownership of account success metrics and coordinate comprehensive case resolutions.

• Foster and maintain relationships with customers' technical representatives.

• Collect updates on forthcoming releases to guarantee smooth customer experiences.

• Supervise support operations for assigned accounts at a broader level.

• Create, adhere to, and enhance account documentation.

• Participate in an on-call rotation and manage customer upgrades and change management outside regular working hours.

• Collaborate with Product, Engineering, and other departments on product requirements, enhancements, process improvements, and industry best practices.

⛳️ Requirements

• A minimum of 2 years of experience in Technical Support or a similar account management/support role.

• Superior customer communication skills across written, live chat, conference call, and in-person interactions.

• Proven experience in assessing unique and complex custom configurations that impact usability and customer workflows.

• Experience in managing customer escalations and providing clear, effective updates to stakeholders.

• Strong analytical and problem-solving abilities; capacity to handle critical and intricate issues in high-pressure conditions.

• Familiarity with hardware devices, firmware upgrades, change management, and associated testing methodologies.

• Experience with third-party integrations, such as Transportation Management or Fleet Maintenance systems.

• Knowledge of advanced troubleshooting using APIs, Python, DataDog, SQL, and conducting code reviews.

• Proficient in hardware fault analysis, trend recognition, field-failure prevention, and root cause analysis.

• A technical educational background; degrees in Computer Science or Engineering or equivalent professional experience are preferred.

• Eager to learn and willing to exceed expectations.

• Applicants must be authorized to receive and access commodities and technologies regulated under U.S. Export Administration Regulations.

• Willingness to participate in on-call rotation and accommodate customer upgrades and change management outside standard working hours.

🏝️ Benefits

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

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