Technical Lead Engineer — TSE Enablement & Coaching

Xapply; Pakistan; On-site; PKR 1,800,000 - 3,200,000; Full time

Job summary

Motive is seeking an experienced Technical Lead Engineer to join our Global Technical Support organization as an internal technical enablement expert for TSEs. The TL will help TSEs build product knowledge, troubleshooting judgment, and investigation discipline to resolve issues independently and escalate when needed.

The role focuses on coaching, documentation, and knowledge-base improvements, not direct customer communication, while ensuring cross-functional knowledge is shared across regions.

Qualifications

• Minimum 2 years in a Technical Lead or senior support role.
• Experience supporting complex SaaS/hardware platforms.
• Proven coaching and mentoring of engineers.

Responsibilities

• Assist TSEs with complex or unfamiliar issues and guide next steps.
• Review investigations and coach on framing, evidence gathering, testing, and documentation.
• Build and improve product knowledge and troubleshooting guides.
• Model structured troubleshooting and teach evidence-based conclusions.
• Coach TSEs toward self-sufficiency and guide investigations rather than owning every issue.
• Review escalations to Backline for clarity and actionability.
• Coordinate with Backline for clarification and share findings.
• Create product-specific troubleshooting guides and knowledge-base content.
• Identify recurring coaching gaps and deliver targeted practice cases.
• Share patterns with Sr TLs for enablement plans.
• Maintain records of coaching themes to measure capability improvements.
• Collaborate with TLKs for consistent guidance across teams.

Skills

Technical leadership

SaaS/hardware support

Coaching

Investigation skills

SQL

DataDog

APIs

Scripting

Documentation

English fluency

Cross-team collaboration

Education

CS/Engineering background

Tools

DataDog

SQL

APIs

Job description

Motive is seeking an experienced Technical Lead Engineer to join our Global Technical Support organization as an internal technical enablement expert for TSEs. The TL will help TSEs build product knowledge, troubleshooting judgment, and investigation discipline to resolve issues independently and escalate when needed.

The role focuses on coaching, documentation, and knowledge-base improvements, not direct customer communication, while ensuring cross-functional knowledge is shared across regions.