Strategic Technical Account Manager — Enterprise Support

Gomotive; Pakistan; On-site; PKR 1,200,000 - 2,400,000; Full time

Job summary

Motive is seeking an experienced Technical Account Manager to join our Global Technical Support team. You will manage a book of accounts, perform proactive reviews, and handle escalated technical support cases, driving root cause analysis and customer advocacy.

You will collaborate with Engineering and Product Management to improve performance, implement enhancements, and ensure an exceptional customer experience for Enterprise accounts.

Qualifications

• 2+ years of experience in Technical Support or equivalent account ownership/Support structure.
• Excellent customer communication skills in a variety of forms (written, live chat, conference calls, in-person).
• Experience assessing bespoke and deeply complex custom configurations that impact usability and customer workflows.

Responsibilities

• Resolve technical issues by identifying changes to data/hardware/process and applying them with minimal disruption.
• Investigate root causes of errors/bugs and report to Engineering.
• Build/execute SQL queries for emerging issues used by Technical Support teams.
• Be primary technical point of contact for a group of Motive's strategic accounts.
• Own or orchestrate resolution of cases and provide an unparalleled support experience.

Skills

Technical Support

Account Ownership

SQL

Python

Root Cause Analysis

Customer Communication

On-call Rotation

Education

Bachelor's degree in Computer Science or Engineering

Tools

APIs

DataDog

Job description

Motive is seeking an experienced Technical Account Manager to join our Global Technical Support team. You will manage a book of accounts, perform proactive reviews, and handle escalated technical support cases, driving root cause analysis and customer advocacy.

You will collaborate with Engineering and Product Management to improve performance, implement enhancements, and ensure an exceptional customer experience for Enterprise accounts.