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Customer Service
Technical Support Engineer
@Motive
[Hiring] Technical Support Engineer @Motive
Mar 28, 2025 - Motive is hiring a remote Technical Support Engineer. 💸 Salary: unspecified. 📍Location: Pakistan.
This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more.
Role Description
The Technical Support Engineer - Tracking and Telematics role is a Subject Matter Expert that manages, tracks, diagnoses, and troubleshoots the cases in Technical Support. They also train, educate, assist, and guide other employees within Support and across the company. An important aspect is to identify and alert the necessary stakeholders on larger issues and trends and understand the magnitude and scope of the problems before working with the Technical Lead.
- Communicate with customers about reported issues, escalated cases, and urgent inquiries to minimize customer churn
- Utilize tools developed by the engineering team to modify user/vehicle data for resolving support issues
- Perform data analysis to assess the impact and prevalence of issues using analytics tools like Grafana, DataDog, Redash, AWS Cloudwatch, and Pendo
- Determine how to resolve support issues by identifying changes needed in data, hardware, or processes, and applying them with minimal user disruption
- Determine root causes of errors/bugs using available data and tools, and report them to the Technical Leads
- Exceed customer expectations in terms of quality, timeliness, documentation, resolution, and overall customer experience
- In-depth knowledge of Motive products and features, with expertise in navigating the Motive Front End Dashboard and Backend Console
- Build trusting relationships with customers through open and interactive communication over the phone, chat, and emails
- Provide constructive feedback and write Knowledge-base articles to share knowledge and support other team members
Qualifications
- 2-3 years of experience in Customer Support, Technical Support, or Software Development, preferably in customer-facing roles
- Bachelor's Degree in Computer Science/Engineering (Software, Electrical, Electronics) or equivalent practical experience
- Understanding of RESTful APIs, SQL, Developer Knowledge, and OAuth 2.0.
- Intermediate-level expertise in any programming language (e.g., Python, C++, C#, Ruby)
- Familiarity with the software development process and understanding of tools for SAAS-based products
- Proficient technical skills for analyzing crucial data points and ability to perform in-depth root cause analysis
- Familiarity with hardware and firmware level troubleshooting
- Excellent written and verbal communication skills
- Flexibility to participate in on-call rotation
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.
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| 📍 | Be aware of the location restriction for this remote position: Pakistan |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
Back to Remote jobs >
Customer Service
Customer Service
|
Salary
💸
unspecified
|
Remote
Location
Pakistan
|
|
Job Type
unspecified
|
Posted
Mar 28, 2025
|
️
| 📍 | Be aware of the location restriction for this remote position: Pakistan |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
