Lead Technical Support Engineer

Motive is a leading provider of AI-driven solutions that empower businesses to manage drivers, vehicles, equipment, and fleet-related spend in a single system. Serving over 120,000 customers across industries such as transportation, logistics, construction, and manufacturing, we are revolutionizing physical operations with cutting-edge automation and visibility tools.

We are hiring a Lead Technical Support Engineer to provide expert-level technical assistance for complex product issues that cannot be resolved by Tier 1 or 2 support teams. This senior role requires deep technical expertise, leadership skills, and a commitment to driving continuous improvement in support processes.

Key Responsibilities:

1. Technical Expertise & Problem Solving:
   Troubleshoot complex technical issues, including SQL queries, APIs, and basic coding-related concerns.
   Identify and resolve product-level limitations that require in-depth technical knowledge.
   Maintain up-to-date technical documentation for internal and external reference.


2. Collaboration & Leadership:
   Work closely with engineering, product development, quality assurance, and backend teams to address technical challenges.
   Lead and mentor Technical Support Engineers, providing guidance on troubleshooting and best practices.
   Participate in on-call rotations to provide 24/7 support, including after-hours and emergency escalations.


3. Process Improvement & Customer Satisfaction:
   Analyze trends in customer issues to enhance technical support processes.
   Improve the efficiency and effectiveness of support operations through process optimizations.
   Provide exceptional customer service, ensuring timely and accurate responses via phone, email, and chat.

Requirements:

1. Minimum 3 years of experience in Technical Support or Customer Support.
2. Strong knowledge of SQL and API troubleshooting.
3. Basic understanding of at least one programming language.
4. Ability to diagnose and resolve complex technical issues efficiently.
5. Experience in ticketing systems, issue documentation, and knowledge management.
6. Excellent communication, problem-solving, and analytical skills.
7. Ability to collaborate with cross-functional teams and work in a fast-paced environment.
8. Willingness to participate in on-call rotations for after-hours support.