Technical Account Manager – Strategy

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.

• Develop and nurture proactive relationships with technical representatives at assigned accounts.

• Generate, update, and enhance account-specific technical documentation.

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

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

• Conduct and promote account health initiatives for your customer portfolio.

• Foster internal and external relationships to resolve technical challenges at all organizational levels.

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

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

• Oversee the complete resolution of escalated cases to ensure a top-tier customer experience.

• Manage the troubleshooting, identification, and resolution processes for all assigned customer issues.

• Keep track of upcoming product releases to guarantee smooth transitions for customers.

• Advocate for customers participating in Motive beta programs.

• Develop SQL-based queries to pinpoint and resolve emerging technical issues.

• 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 "above and beyond" attitude.

• Full professional proficiency in both spoken and written English.

• Exceptional communication abilities across all channels (written, live chat, video conference, and in-person).

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

• A cooperative partner adept at working effectively in a professional, cross-functional setting.

• Advanced analytical skills 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.

• Systems & Infrastructure: Experience in managing hardware fault analysis, firmware upgrades, and change management practices.

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

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

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

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

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

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

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

• A technical degree in Computer Science or Engineering is preferred, or equivalent practical experience.

• Willingness to participate in an on-call rotation and work beyond standard hours to facilitate customer upgrades.

🏝️ Benefits

• Promoting a diverse and inclusive workplace.

• Equal opportunity employer.