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Motive - Senior Backline Support Engineer

Hybrid - Islamabad & Lahore2d ago

In Office Senior APAC Software Support Engineer Reporting SQL Jira Salesforce Confluence Looker Documentation Coaching

Requirements

• 4+ years of experience in technical support, customer support engineering, software development, or a related field. • Strong understanding of APIs, SQL, software troubleshooting, and technical debugging methodologies. • Experience diagnosing complex issues across web applications, mobile applications, hardware, integrations, or data systems. • Experience using tools such as Jira, Salesforce, Looker, Confluence, or comparable support and analytics platforms. • Strong analytical and problem-solving skills with the ability to identify root causes and drive issues to resolution. • Excellent spoken and written English with the ability to communicate technical concepts clearly to both technical and non-technical audiences.

Responsibilities

• Own complex escalations from frontline support through investigation, resolution, and clear communication. • Diagnose software, hardware, integration, and data-related issues using logs, analytics, APIs, SQL, and internal tools. • Identify root causes, assess customer impact, and document actionable findings for Engineering and Product teams. • Create and maintain detailed bug reports, technical documentation, knowledge base content, and troubleshooting guides. • Provide technical guidance, coaching, and constructive feedback to support engineers and adjacent teams. • Communicate with customers during urgent or high-impact issues to drive timely and effective resolution.