Technical Support Engineer

Motive; Islamabad, Karachi Division, Lahore; Hybrid; PKR 22,142,000 - 30,446,000; Full time

Job summary

Motive empowers teams to manage drivers, vehicles, equipment, and fleet spend in a single system. The Sr. Technical Support Engineer is a subject matter expert who tracks, diagnoses, and troubleshoots cases, trains colleagues, and alerts stakeholders on trends.

You will ensure high-quality, timely support across phone, chat, and email channels. You will work with Motive Front End Dashboard and Backend Console, applying your RESTful APIs, SQL, and programming knowledge to resolve issues while

Qualifications

• Bachelor's Degree in Computer Science/Engineering or equivalent practical experience.
• Understanding of RESTful APIs, SQL, Developer Knowledge, and OAuth 2.0.
• Intermediate-level expertise in Python, C++, C#, or Ruby.
• Familiarity with SAAS-based products.
• Proficient in data analysis and problem solving.
• Excellent written and verbal communication; able to mentor teammates.
• Flexibility to participate in on-call rotation.

Responsibilities

• Communicate with customers about reported issues, escalated cases, and urgent inquiries to minimize customer churn.
• Utilize engineering tools to modify user/vehicle data for resolving support issues.
• Perform data analysis using analytics tools to assess issue impact and prevalence.
• Determine resolutions by identifying data, hardware, or process changes with minimal disruption.
• Identify root causes of errors/bugs and report to Technical Leads.
• Exceed customer expectations in quality, timeliness, and documentation.
• Build knowledge through Front End Dashboard and Backend Console familiarity.
• Provide feedback and write Knowledge-base articles to support teammates.

Skills

Customer Support

Technical Support

RESTful APIs

SQL

OAuth 2.0

Programming (Python/C++/C#/Ruby)

SAAS products

Data analysis

Hardware troubleshooting

Firmware troubleshooting

Mentoring teammates

Communication skills

On-call readiness

Education

Bachelor's Degree in CS/Engineering

Job description

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.

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 You'll 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 We're Looking For:

• 0-2 years of experience in Customer Support, Technical Support, or Software Development, preferably in customer-facing roles
• Bachelor's 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 Motive's core values. We are an equal opportunity employer and welcome people of different backgrounds, experiences, abilities and perspectives.

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

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Non‑compete covenant terms in all other jurisdictions will be subject to the applicable statutory requirements, including but not limited to, procedures, industry related prohibitions, or salary and compensation thresholds.

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