Technical Lead Engineer: TSE Enablement & Coaching

Gomotive; Pakistan; Presencial; PKR 11 080 000 - 19 391 000; Tempo integral

Resumo da oferta

Motive is seeking a Technical Lead Engineer to join our Global Technical Support organization as an internal enablement expert for TSEs. The TL helps build product knowledge, troubleshooting judgment, and investigation discipline so issues are resolved efficiently and learning is captured for future use.

The role focuses on coaching, documentation, and coaching delivery across regions, with hands-on guidance rather than direct customer communication.

Qualificações

• At least 2 years in Technical Lead or equivalent senior technical support role.
• Deep knowledge of Motive products or comparable SaaS/hardware platforms.
• Ability to coach technical professionals and explain complex product behavior clearly.
• Strong investigation skills using logs, SQL, APIs, DataDog, scripting, and configuration analysis.
• Experience diagnosing issues across workflows, data, hardware, firmware, integrations.
• Able to identify missing evidence and guide TSEs to the next correct step.

Responsabilidades

• Assist TSEs with complex issues when they cannot identify the next step.
• Review investigations and coach on issue framing, hypothesis, and evidence gathering.
• Build and improve TSE knowledge of products, workflows, hardware, and integrations.
• Model structured troubleshooting and teach evidence-based conclusions.
• Help TSEs become self-sufficient by guiding investigations, not owning every issue.
• Coach TSEs to determine cause categories like configuration, data, hardware, or defects.
• Improve the quality of escalations to Backline with clear steps and scope.
• Coordinate with Backline for clarification and shared findings.
• Create and maintain troubleshooting guides, checklists, and queries.
• Identify recurring gaps and deliver targeted coaching and practice cases.

Conhecimentos

Technical leadership

Coaching

Troubleshooting

English fluency

Formação académica

Technical degree or equivalent

Ferramentas

SQL

DataDog

APIs

Descrição da oferta de emprego

Motive is seeking a Technical Lead Engineer to join our Global Technical Support organization as an internal enablement expert for TSEs. The TL helps build product knowledge, troubleshooting judgment, and investigation discipline so issues are resolved efficiently and learning is captured for future use.

The role focuses on coaching, documentation, and coaching delivery across regions, with hands-on guidance rather than direct customer communication.