Technical Lead Engineer

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

📋 Description

• Support TSEs in addressing complex or unfamiliar challenges and determine appropriate troubleshooting steps or solutions.

• Evaluate TSE investigations and offer actionable coaching on issue analysis, hypothesis development, evidence collection, testing, and documentation.

• Enhance TSE expertise in products, workflows, system behavior, limitations, hardware, integrations, and failure modes.

• Exemplify structured troubleshooting methods and instruct on evidence-based investigations.

• Encourage TSEs to achieve self-sufficiency rather than assuming control over every issue.

• Mentor TSEs in identifying whether issues pertain to configuration, workflow, data, hardware, firmware, integrations, expected behavior, or defects.

• Assess and enhance Backline escalations, ensuring clear reproduction steps, scope, impact, evidence, completed troubleshooting, and specific tasks.

• Collaborate with Backline for technical clarifications and articulate findings, resolutions, and root causes to TSEs.

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

• Recognize recurring obstacles and investigative errors, subsequently providing targeted coaching, examples, practice scenarios, and follow-up assessments.

• Convey patterns and documentation deficiencies to Sr TLs for wider enablement strategies and knowledge-base focus areas.

• Keep records of coaching themes and technical deficiencies to evaluate TSE capability growth.

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

⛳️ Requirements

• Minimum of 2 years of experience in a Technical Lead position or a similar senior technical support role.

• Proven track record of resolving complex technical problems and assisting fellow engineers in skill enhancement.

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

• Ability to coach technical professionals effectively and convey complex product behaviors in a clear, practical manner.

• Proficient investigation 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.

• Capability to review incomplete investigations, pinpoint missing evidence or reasoning, and guide TSEs to the next appropriate step.

• Strong understanding of complete, actionable, and technically sound Backline escalations.

• Ability to balance immediate support with long-term capability 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 work collaboratively within a global Technical Support organization.

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

• Capacity to produce product documentation, troubleshooting resources, queries, and knowledge-base content actively utilized by TSEs.

• Track record of demonstrating sustained behavior change resulting from 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.