Senior Escalation Engineer, Technical Support

Motive Agency; Islamabad Capital Territory; On-site; PKR 2,000,000 - 3,200,000; Full time

Job summary

Motive is seeking a Senior Backline Support Engineer to own escalations, investigate root causes, and guide frontline teams. You will use APIs, SQL, and analytics to resolve complex issues across software and hardware.

You will document findings, create troubleshooting guides, and communicate with customers during high-impact incidents while reporting to the Manager, Technical Support Engineering at Motive.

Qualifications

• 4+ years in technical or customer support, engineering, or related field.
• Strong API, SQL, software troubleshooting, and debugging skills.
• Experience diagnosing complex issues across web/mobile apps, hardware, integrations, or data systems.
• Experience with Jira, Salesforce, Looker, Confluence or similar tools.
• Strong analytical and problem-solving abilities to identify root causes.
• Excellent spoken and written English to explain technical concepts clearly.

Responsibilities

• Own escalations from frontline support through investigation, resolution, and clear communication.
• Diagnose issues across software, hardware, integration, and data-related areas 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 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 and effective resolution.

Skills

APIs

SQL

Problem solving

English communication

Technical debugging

Tools

Jira

Salesforce

Looker

Confluence

Job description

Motive is seeking a Senior Backline Support Engineer to own escalations, investigate root causes, and guide frontline teams. You will use APIs, SQL, and analytics to resolve complex issues across software and hardware.

You will document findings, create troubleshooting guides, and communicate with customers during high-impact incidents while reporting to the Manager, Technical Support Engineering at Motive.