Technical Support Engineer

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

📋 Description

• Interact with customers regarding reported issues, escalated cases, and urgent inquiries to reduce customer churn.

• Leverage tools developed by the engineering team to adjust user/vehicle data for the resolution of support issues.

• Conduct data analysis to evaluate the impact and frequency of issues using analytics tools such as Grafana, DataDog, Redash, AWS Cloudwatch, and Pendo.

• Identify solutions for support issues by recognizing necessary changes in data, hardware, or processes, and implement them with minimal disruption to users.

• Analyze root causes of errors/bugs using available data and tools, and communicate findings to the Technical Leads.

• Surpass customer expectations regarding quality, timeliness, documentation, resolution, and overall customer experience.

• Possess comprehensive knowledge of Motive products and features, with proficiency in navigating the Motive Front End Dashboard and Backend Console.

• Establish trusting relationships with customers through transparent and interactive communication via phone, chat, and email.

• Offer constructive feedback and create Knowledge-base articles to disseminate knowledge and support fellow team members.

⛳️ Requirements

• 1-2 years of experience in Customer Support, Technical Support, or Software Development, ideally in customer-facing roles.

• Bachelor's Degree in Computer Science/Engineering (Software, Electrical, Electronics) or equivalent practical experience.

• Knowledge of RESTful APIs, SQL, Developer Knowledge, and OAuth 2.0.

• Intermediate-level proficiency in any programming language (e.g., Python, C++, C#, Ruby).

• Familiarity with the software development process and understanding of tools for SAAS-based products.

• Strong technical skills for analyzing significant data points and conducting thorough root cause analysis.

• Experience with hardware and firmware-level troubleshooting.

• Share expertise and mentor technical support engineers to cultivate a collaborative and high-performing team environment.

• Exceptional written and verbal communication skills.

• Willingness to participate in an on-call rotation.

🏝️ Benefits

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

• Please review our Candidate Privacy Notice here.

• UK Candidate Privacy Notice here.

• The applicant must be authorized to receive and access commodities and technologies regulated under U.S. Export Administration Regulations. It is Motive's policy to require that employees be authorized to access Motive products and technology.