Senior Backline Support Engineer (Escalations)

Motive

Lahore

On-site

PKR 24,910,000 - 33,213,000

Full time

5 hours ago

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Job summary

Motive is seeking a Senior Backline Support Engineer to resolve complex technical issues, own escalations, and improve the support experience for customers. You will investigate root causes, identify gaps, and provide technical guidance to frontline teams.

You will report into the Manager, Technical Support Engineering. You will diagnose across software, hardware, integrations, and data systems, using logs, SQL, APIs, and internal tools, and create comprehensive bug reports and knowledge base

Qualifications

4+ years of experience in technical support, customer support engineering, software development, or related field.
Strong understanding of APIs, SQL, software troubleshooting, and debugging methodologies.
Experience diagnosing complex issues across web/mobile apps, hardware, integrations, or data systems.

Responsibilities

Own escalations from frontline support through investigation, resolution, and communication.
Diagnose software, hardware, integrations, and data issues using logs, analytics, APIs, SQL, and internal tools.
Identify root causes, impact, and document actionable findings for Engineering and Product teams.
Create and maintain detailed bug reports, technical docs, and troubleshooting guides.
Provide technical guidance and coaching to support engineers and adjacent teams.
Communicate with customers during urgent issues to drive timely resolution.