Senior Backline Support Engineer — Escalations Lead

Motive; Islamabad; On-site; PKR 3,000,000 - 4,800,000; Full time

Job summary

Motive is seeking a Senior Backline Support Engineer to resolve complex technical issues, own escalations, and improve customer support experiences. You will investigate root causes, create technical documentation, and guide frontline teams while reporting to the Manager, Technical Support Engineering.

Ideal candidates have 4+ years in technical support or related fields, strong API/SQL skills, and the ability to explain complex topics clearly to technical and non-technical audiences.

Qualifications

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

Responsibilities

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

Skills

APIs & SQL

Technical debugging

Customer support

English communication

Cross-functional collaboration

Tools

Jira

Salesforce

Looker

Confluence

Job description

Motive is seeking a Senior Backline Support Engineer to resolve complex technical issues, own escalations, and improve customer support experiences. You will investigate root causes, create technical documentation, and guide frontline teams while reporting to the Manager, Technical Support Engineering.

Ideal candidates have 4+ years in technical support or related fields, strong API/SQL skills, and the ability to explain complex topics clearly to technical and non-technical audiences.