[Hiring] Backline Support Engineer @Motive

Role Description

The L3 Backline Support Engineer is the entry-level position in this highly specialized team. These engineers are experts in Motive's product ecosystem and possess great technical skills in troubleshooting complex cases escalated from the frontline teams. They work towards identifying and resolving issues at a code-level or system-architecture level.

What You’ll Do

• Advanced Troubleshooting and Technical Resolution: Handle escalated cases that require high-level expertise, including advanced troubleshooting techniques and problem resolution.
• Cross-Domain Expertise: Maintain an in-depth understanding of all product areas, such as Driver Safety, Fleet Management, Equipment Monitoring, and Spend Management.
• Process Optimization: Streamline workflows between engineering, product, and technical support teams.
• Collaboration with Engineering: Collaborate directly with engineering to provide solutions when internal teams lack technical expertise.

Qualifications

• Advanced Troubleshooting: Ability to solve complex issues that cannot be resolved by frontline support.
• System Architecture Understanding: Deep knowledge of system architecture to trace issues across different components (databases, APIs, microservices).
• API Troubleshooting: Expertise in analyzing and troubleshooting API calls and integrations.
• Log Analysis: Experience in using log aggregation tools like Datadog for troubleshooting.
• Cloud Infrastructure: Familiarity with cloud services (AWS, Azure, GCP) and how they impact application performance.
• Databases: Strong SQL knowledge to query databases and analyze data anomalies.
• Version Control Systems: Experience with Git and version control workflows.
• Customer-Facing Communication: Clear and concise communication with customers about troubleshooting progress and resolutions.
• Problem-Solving Mindset: Ability to quickly identify issues and propose practical solutions.
• 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 Base Articles: Proactively create and update internal and customer-facing knowledge base articles to improve issue resolution efficiency.
• 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.

Benefits

• Creating a diverse and inclusive workplace is one of Motive's core values.
• We are an equal opportunity employer and welcome people of different backgrounds, experiences, abilities, and perspectives.