Motive - Senior Backline Support Engineer - Remote
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Requirements
• 2–3+ years in Backline / Tier 3 / Escalation Support, Systems Engineering, or a similar role, with hands-on ownership of hardware and firmware issues in production environments. • 2–3+ years • hands-on ownership of hardware and firmware issues • Demonstrated strength in system-level debugging that spans hardware, firmware, and software, not just one layer in isolation. • system-level debugging • hardware, firmware, and software • Experience reading and interpreting device and firmware logs, serial output, and field telemetry to understand state machines, timing, and error conditions. • device and firmware logs • Familiarity with vehicle/industrial interfaces such as CAN/J1939, OBD-II, sensors, and cameras, and how those signals are consumed by on-device firmware and higher-level services. • vehicle/industrial interfaces • CAN/J1939, OBD-II, sensors, and cameras • Understanding of core embedded concepts: power/boot behavior, watchdogs, resets, configuration, over-the-air updates, and how these can fail in noisy real-world conditions. • embedded concepts • Comfort with software-level debugging for services that interface with devices (e.g., interpreting application logs, tracing configuration/state through components, identifying where behavior diverges from expected flows). • software-level debugging • Ability to design and execute reproduction strategies in lab or controlled environments and translate results into concrete bug reports and test cases. • reproduction strategies • Proven record of delivering clear RCAs and CAPA (corrective and preventive actions) for recurring or systemic incidents. • clear RCAs and CAPA • Strong cross-functional collaboration skills, with experience working closely with Hardware, Firmware, and Software/Backend Engineering, as well as Product and Field/Professional Services. • cross-functional collaboration • Excellent written and verbal communication, with the ability to explain complex device and system behavior to both deeply technical audiences and non-technical stakeholders (e.g., customers, executives, frontline support). • written and verbal communication • Bonus: experience in telematics, automotive, industrial IoT, or other safety-critical/mission-critical device ecosystems, and familiarity with using scripting (e.g., Python/Bash) to automate diagnostics or data analysis. • telematics, automotive, industrial IoT, or other safety-critical/mission-critical device ecosystems • scripting (e.g., Python/Bash)
Responsibilities
• Debug complex device issues end-to-endInvestigate and resolve the toughest issues impacting our devices in the field, combining evidence from hardware behavior, firmware logs, and service-side signals to identify true root cause. • Debug complex device issues end-to-end • Perform deep hardware and firmware diagnosticsUse device logs, serial/console output, configuration snapshots, telemetry, and on-vehicle data (e.g., CAN/J1939, OBD-II) to understand how devices are behaving under real-world conditions. • Perform deep hardware and firmware diagnostics • Triage hardware vs. firmware vs. software causesSystematically narrow down whether a symptom is driven by physical installation, harness/vehicle interface, firmware logic, or the services that manage devices, and drive the right fix with the right team. • Triage hardware vs. firmware vs. software causes • Reproduce and validate issues in lab and field-like setupsWork with simulators, harnesses, bench setups, and controlled test fleets to reproduce customer issues, validate hypotheses, and confirm fixes before broad rollout. • Reproduce and validate issues in lab and field-like setups • Support and validate firmware releasesParticipate in pre- and post-release validation for firmware drops, watching for regressions, rollout/rollback issues, and edge cases that only appear in specific vehicles, environments, or customer workflows. • Support and validate firmware releases • Perform software-level debugging for device-facing servicesRead and interpret application/service logs, error messages, and state transitions in the server-side components that configure devices, manage telemetry, or orchestrate firmware updates; partner with Software/Backend Engineering to resolve defects. • Perform software-level debugging for device-facing services • Lead clear, actionable RCAsOwn and deliver root cause analyses that explain what failed across hardware, firmware, and software boundaries, why it failed, impact to customers, and concrete long-term remediation and prevention steps. • Lead clear, actionable RCAs • root cause analyses • Shape observability and diagnosticsProvide requirements and feedback to Engineering on device and service logging, telemetry, and health signals so that future issues can be detected and diagnosed faster and more reliably. • Shape observability and diagnostics • Mentor and upskill the wider support organizationDocument repeatable troubleshooting flows, decision trees, and best practices; coach other Support and Field teams on how to recognize and handle hardware/firmware/software issues before they need escalation. • Mentor and upskill the wider support organization • Drive cross-functional incident responseAct as a technical lead during high-severity incidents, coordinating with Hardware, Firmware, Software/Backend Engineering, Product, and Field/Professional Services to stabilize fleets and communicate status and next steps. • Drive cross-functional incident response
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