Motive - Senior Manager, Technical Support Engineer
Requirements
• Technical degree in Computer Science or Engineering preferred, or equivalent practical experience. • 6+ years of experience leading technical teams in fast-paced, high-volume support organizations, including meaningful experience managing managers or leading through a management layer. • Demonstrated success running larger support organizations across multiple teams, business segments, or functions with measurable impact on customer and operational outcomes. • Proven experience handling complex escalations, incidents, and executive-facing customer situations with strong judgment and calm under pressure. • Strong track record of building, coaching, and retaining high-performing managers, senior ICs, and future leaders. • Ability to zoom in on operational details when needed and zoom out to drive organizational strategy, structure, and long-term scale. • Deep command of support metrics and service operations, including how to improve CSAT, SLA attainment, FCR, backlog health, escalation quality, and incident response effectiveness. • Experience translating support insights into cross-functional action with Product, Engineering, Customer Success, Sales, and Operations. • Strong analytical and business review skills; able to turn dashboards and raw data into clear narratives, decisions, and action plans. • Experience building and interpreting reporting in Salesforce, Tableau, Google Sheets, or similar tools. • Comfortable holding a high bar on performance, giving direct feedback, and making tough people decisions when needed. • Excellent verbal and written communication; able to influence senior stakeholders and represent Support credibly in executive and cross-functional settings. • Genuine passion for technical problem-solving, root cause analysis, and improving product reliability and supportability at scale. • Strong program and change management skills, with a track record of leading initiatives that required alignment across multiple teams. • High ownership, strong prioritization, and the ability to manage competing demands in ambiguous, fast-moving environments. • Flexible to support critical escalations and incidents after hours as needed. • Preferred Qualification: • Hands-on experience with Salesforce, including case management, reporting, dashboards, and workflow optimization. • Experience with Tableau or similar BI tooling for operational reporting and trend analysis. • Familiarity with Jira, Confluence, and knowledge management best practices. • Experience in data-driven support strategy, including segmentation, cohort analysis, and identifying leading indicators of customer risk. • Prior experience in IoT, telematics, fleet management, or related domains is a plus.
Responsibilities
• Own performance, staffing strategy, and organizational health across multiple pods or business segments, ensuring strong coverage models, predictable execution, and consistent delivery against SLAs and KPIs. • Lead and develop a layer of managers and senior ICs, building leadership capability, succession depth, and clear accountability across the organization. • Set the operating cadence for your area through goal-setting, business reviews, inspection mechanisms, and action plans tied to company and support priorities. • Drive workforce planning for your organization in partnership with Workforce Management, Recruiting, and Finance, including headcount planning, hiring targets, shift coverage, capacity modeling, and ramp assumptions. • Partner with managers to ensure high-quality performance management, coaching, career development, and retention across Technical Support Engineers and Technical Account Managers. • Serve as the senior escalation leader for critical customer issues, major incidents, and strategic accounts, ensuring the right staffing, communication, prioritization, and executive visibility. • Participate in and help shape the Technical Support leadership on-call model, acting as a senior incident leader for P0/P1 events and ensuring high-quality incident reviews, action tracking, and operational follow-through. • Own queue health and backlog strategy across your area, identifying systemic risk early and driving structural fixes rather than one-off interventions. • Build and evolve scalable operating mechanisms, SOPs, playbooks, routing models, escalation frameworks, and quality standards that improve consistency, speed, and customer outcomes. • Partner with Support Ops, Enablement, and Backline to identify trends across bugs, product gaps, process friction, and training opportunities, converting them into measurable improvement plans. • Raise the bar on knowledge quality and operational rigor by establishing expectations for documentation, runbooks, reusable learnings, and support readiness. • Represent Support in cross-functional forums with Product, Engineering, CS, and Sales, clearly articulating customer impact, operational risk, and the support implications of business decisions. • Act as a senior customer advocate, ensuring we deeply understand customer pain points, protect ARR at risk, and close the loop on critical issues with urgency and accountability. • Drive strategic projects that improve supportability, efficiency, tooling, and customer experience across multiple teams, not just within a single manager’s area. • Influence product and engineering priorities by surfacing patterns from escalations, incidents, and support data, and by ensuring Support has a strong voice in roadmap and release readiness discussions. • Own executive-level reporting for your area, including weekly, monthly, and quarterly business reviews; synthesize trends, risks, root causes, and recommendations for Directors, VPs, and cross-functional leaders. • Partner with Support Ops and BI teams to improve reporting infrastructure and metrics definitions across SFDC, Tableau, and related systems, ensuring decisions are grounded in trusted data. • Lead change management across your organization, aligning leaders and stakeholders around new workflows, tools, and behavioral expectations, and ensuring adoption sticks. • Proactively identify where the organization will break as scale increases, then design and implement the structures, processes, and leadership mechanisms needed ahead of that curve. • Act as the directly responsible individual for large cross-functional programs, aligning stakeholders on scope, milestones, dependencies, risks, and success criteria.
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