Senior Escalations Engineer - Technical Support

Gomotive; Islamabad, Lahore; Hybrid; PKR 1,800,000 - 3,600,000; Full time

Job summary

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, identify gaps, and provide technical guidance to frontline teams.

Reports to the Manager, Technical Support Engineering, Rafay Maqsood. This hybrid role requires visiting offices in Lahore and Islamabad 1–2 times per week.

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 technical debugging methodologies.
• Experience diagnosing complex issues across web applications, mobile applications, hardware, integrations, or data systems.

Responsibilities

• Own escalations from frontline support through investigation and resolution.
• Diagnose software, hardware, integration, and data-related 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 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

Technical support

APIs

SQL

Debugging

Tools

Jira

Salesforce

Looker

Confluence

Job description

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, identify gaps, and provide technical guidance to frontline teams.

Reports to the Manager, Technical Support Engineering, Rafay Maqsood. This hybrid role requires visiting offices in Lahore and Islamabad 1–2 times per week.