Motive - Lead Support Engineer
Requirements
• At least 2 years of experience operating at a Technical Lead, or equivalent senior technical support level, with a strong record of solving complex technical issues and helping other engineers improve. • Deep knowledge of Motive products or comparable experience supporting complex SaaS, hardware, fleet, logistics, compliance, safety, or asset-management platforms. • Demonstrated ability to coach technical professionals and explain complex product behavior in a clear, practical way. • Strong investigation skills using logs, SQL, APIs, DataDog, scripting, configuration analysis, and technical documentation where appropriate. • Experience diagnosing issues involving product workflows, data, hardware devices, firmware, integrations, and third-party systems. • Ability to review an incomplete investigation, identify the missing evidence or reasoning, and guide the TSE toward the next correct step. • Strong understanding of what makes a Backline escalation complete, actionable, and technically credible. • Ability to balance immediate assistance with long-term capability building; the goal is to teach TSEs, not create permanent dependency on TLs. • Strong written and verbal communication skills for internal coaching, documentation, calibration, and technical discussions with Backline. • A technical background in Computer Science, Engineering, or equivalent practical experience. • Fluency in spoken and written English. • Ability to work collaboratively across a global Technical Support organization. • Permanent employment status with no active warnings or Performance Improvement Plan, consistent with internal eligibility requirements. • Produce product documentation, troubleshooting guidance, queries, and knowledge-base content that TSEs actively use. • Demonstrate that coaching results in sustained behavior change, not only one-time
Responsibilities
• Assist TSEs with complex or unfamiliar issues when they are unable to identify the next troubleshooting step or resolution path. • Review TSE investigations and provide actionable coaching on issue framing, hypothesis development, evidence gathering, testing, and documentation. • Build and improve TSE knowledge of Motive products, workflows, system behavior, known limitations, hardware, integrations, and common failure modes. • Model structured troubleshooting and teach TSEs how to move from symptoms to evidence-based conclusions. • Help TSEs become self-sufficient by guiding them through investigations instead of taking ownership of every issue. • Coach TSEs determine whether an issue is caused by configuration, workflow, data, hardware, firmware, integration behavior, expected product behavior, or a potential defect. • Review and improve the quality of TSE escalations to Backline, ensuring they include clear reproduction steps, scope, impact, evidence, troubleshooting completed, and a specific task. • Coordinate with Backline when technical clarification is needed and help TSEs understand Backline findings, resolutions, and root causes. • Create and maintain product-specific troubleshooting guides, known-issue documentation, diagnostic checklists, technical FAQs, and reusable SQL queries or scripts. • Identify common TSE blockers and recurring investigation mistakes, then deliver targeted coaching, examples, practice cases, and follow-up validation. • Maintain accurate records of coaching themes and technical gaps so the TL function can measure whether TSE capability is improving. • Partner with other TLKs to calibrate coaching approaches and maintain consistent technical guidance across teams and regions.
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