Motive - Senior Backline Support Engineer
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Requirements
• Advanced Troubleshooting: Ability to solve complex issues that cannot be resolved by frontline support. • Advanced Troubleshooting • System Architecture Understanding: Deep knowledge of system architecture to trace issues across different components (databases, APIs, microservices). • System Architecture Understanding • API Troubleshooting: Expertise in analyzing and troubleshooting API calls and integrations. • API Troubleshooting • Log Analysis: Experience in using log aggregation tools like Datadog for troubleshooting. • Log Analysis • Cloud Infrastructure: Familiarity with cloud services (AWS, Azure, GCP) and how they impact application performance. • Cloud Infrastructure • Databases: Strong SQL knowledge to query databases and analyze data anomalies. • Databases • Version Control Systems: Experience with Git and version control workflows. • Version Control Systems • Customer-Facing Communication: Clear and concise communication with customers about troubleshooting progress and resolutions. • Customer-Facing Communication • Problem-Solving Mindset: Ability to quickly identify issues and propose practical solutions. • Problem-Solving Mindset • Knowledge of Motive Products: In-depth knowledge of Motive’s product suite, including Fleet Management, Driver Safety, Equipment Monitoring, and Spend Management, to understand the full scope of customer issues. • Knowledge of Motive Products • Management • Knowledge Base Articles: Proactively create and update internal and customer-facing knowledge base articles to improve issue resolution efficiency. • Knowledge Base Articles • Monitoring Datadog Dashboards: Actively monitor Datadog dashboards to identify anomalies related to Motive products, such as fleet status, driver behavior, equipment health, and spend reports, to proactively address potential system issues before they impact customers.. • Monitoring Datadog Dashboards
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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