Senior Technical Support Engineer

Motive Agency; Islamabad; On-site; PKR 11,099,000 - 19,423,000; Full time

Job summary

Motive is seeking a Sr. Technical Support Engineer to diagnose, troubleshoot, and manage customer issues. You will train and guide teammates, identify systemic problems, and coordinate with Technical Lead to scale support quality.

The role emphasizes deep product knowledge, proactive customer communication, and the ability to translate complex technical insights into clear guidance for others. A supportive team environment and ongoing learning are offered.

Qualifications

• BA/BS in Computer Science, Engineering or equivalent practical experience.
• Understanding of RESTful APIs, SQL, OAuth 2.0.
• Experience in customer-facing roles or software development.

Responsibilities

• Communicate with customers about issues and inquiries to minimize churn.
• Use engineering tools to modify data for resolving issues.
• Perform data analysis with Grafana, DataDog, Redash, and CloudWatch.
• Identify root causes and report trends to Technical Leads.
• Provide feedback and contribute to Knowledge-base articles.

Skills

RESTful APIs

SQL

Root cause analysis

Excellent communication

On-call readiness

Education

Bachelor's in CS/Engineering

Tools

Grafana

DataDog

Redash

AWS CloudWatch

Pendo

Job description

Job Description:

Who we are:

Motive empowers the people who run physical operations with tools to make their work safer, more productive, and more profitable. For the first time ever, safety, operations and finance teams can manage their drivers, vehicles, equipment, and fleet related spend in a single system. Combined with industry leading AI, the Motive platform gives you complete visibility and control, and significantly reduces manual workloads by automating and simplifying tasks.

Motive serves nearly 100,000 customers – from Fortune 500 enterprises to small businesses – across a wide range of industries, including transportation and logistics, construction, energy, field service, manufacturing, agriculture, food and beverage, retail, and the public sector.

Visit gomotive.com to learn more.

About the role:

The Sr. Technical Support Engineer role is a Subject Matter Expert that manages, tracks, diagnoses, and troubleshoots the cases in Technical Support. They also train, educate, assist, and guide other employees within Support and across the company. An important aspect is to identify and alert the necessary stakeholders on larger issues and trends and understand the magnitude and scope of the problems before working with the Technical Lead.

What Youll Do:

• Communicate with customers about reported issues, escalated cases, and urgent inquiries to minimize customer churn
• Utilize tools developed by the engineering team to modify user/vehicle data for resolving support issues
• Perform data analysis to assess the impact and prevalence of issues using analytics tools like Grafana, DataDog, Redash, AWS Cloudwatch, and Pendo
• Determine how to resolve support issues by identifying changes needed in data, hardware, or processes, and applying them with minimal user disruption
• Determine root causes of errors/bugs using available data and tools, and report them to the Technical Leads
• Exceed customer expectations in terms of quality, timeliness, documentation, resolution, and overall customer experience
• In-depth knowledge of Motive products and features, with expertise in navigating the Motive Front End Dashboard and Backend Console
• Build trusting relationships with customers through open and interactive communication over the phone, chat, and emails
• Provide constructive feedback and write Knowledge-base articles to share knowledge and support other team members

What Were Looking For:

• 0-2 years of experience in Customer Support, Technical Support, or Software Development, preferably in customer-facing roles
• Bachelors Degree in Computer Science/Engineering (Software, Electrical, Electronics) or equivalent practical experience
• Understanding of RESTful APIs, SQL, Developer Knowledge, and OAuth 2.0.
• Intermediate-level expertise in any programming language (e.g., Python, C++, C#, Ruby)
• Familiarity with the software development process and understanding of tools for SAAS-based products
• Proficient technical skills for analyzing crucial data points and ability to perform in-depth root cause analysis
• Familiarity with hardware and firmware level troubleshooting
• Share knowledge and mentor technical support engineers to foster a collaborative and high-performing team environment
• Excellent written and verbal communication skills
• Flexibility to participate in on-call rotation

Creating a diverse and inclusive workplace is one of Motives core values. We are an equal opportunity employer and welcome people of different backgrounds, experiences, abilities and perspectives.

Please review our Candidate Privacy Notice here.

UK Candidate Privacy Notice here.

The applicant must be authorized to receive and access those commodities and technologies controlled under U.S. Export Administration Regulations. It is Motives policy to require that employees be authorized to receive access to Motive products and technology.

All job postings are for existing vacancies. Please note; some interviews or new-hire training sessions may be held in person at one of our global offices.

Requirements: