Senior Backline Support Engineer | Escalations & Root-Cause

Motive; Lahore; Vor Ort; PKR 1.800.000 - 3.000.000; Vollzeit

Zusammenfassung

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

The role requires 4+ years in technical support or related fields, strong API and SQL knowledge, and excellent spoken and written English to communicate with internal stakeholders and customers.

Qualifikationen

• 4+ years in technical support, customer support engineering, software development, or related field.
• Strong understanding of APIs, SQL, software troubleshooting methodologies.

Aufgaben

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

Kenntnisse

APIs

SQL

Troubleshooting

Debugging

Tools

Jira

Salesforce

Looker

Confluence

Jobbeschreibung

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

The role requires 4+ years in technical support or related fields, strong API and SQL knowledge, and excellent spoken and written English to communicate with internal stakeholders and customers.