Lead Support Engineer & Enablement Coach

Motive; United States; Remote; USD 6,500 - 8,700; Full time

Job summary

Motive is seeking an experienced Lead Support Engineer to join our Global Technical Support team as a technical enablement expert for TSEs. The role focuses on coaching, guiding investigations, and developing knowledge resources to elevate the entire support organization.

The candidate will model structured troubleshooting, help TSEs learn from each interaction, and collaborate with Backline to ensure thorough issue resolution.

Qualifications

• At least 2 years of experience operating at a Technical Lead or equivalent senior technical support level.
• Deep knowledge of Motive products or comparable SaaS, hardware, fleet, logistics, or asset-management platforms.
• Demonstrated ability to coach technical professionals and explain complex product behavior clearly.
• Strong investigation skills using logs, SQL, APIs, DataDog, scripting, configuration analysis, and technical documentation where appropriate.

Responsibilities

• Assist TSEs with complex or unfamiliar issues when they cannot identify the next troubleshooting step.
• Review TSE investigations and provide actionable coaching on issue framing, hypothesis development, evidence gathering, testing, and documentation.
• Build and improve TSE knowledge of Motive products, workflows, system behavior, known limitations, hardware, integrations, and common failure modes.
• Model structured troubleshooting and teach TSEs how to move from symptoms to evidence-based conclusions.
• Help TSEs become self-sufficient by guiding them through investigations instead of taking ownership of every issue.
• Coach TSEs to determine whether an issue is caused by configuration, workflow, data, hardware, firmware, integration behavior, expected product behavior, or a defect.
• Review and improve the quality of TSE escalations to Backline with clear steps, scope, impact, evidence, and a specific task.

Skills

Technical leadership

Coaching ability

Investigation skills

English communication

Education

Technical degree or equivalent

Tools

SQL

DataDog

APIs

Job description

Motive is seeking an experienced Lead Support Engineer to join our Global Technical Support team as a technical enablement expert for TSEs. The role focuses on coaching, guiding investigations, and developing knowledge resources to elevate the entire support organization.

The candidate will model structured troubleshooting, help TSEs learn from each interaction, and collaborate with Backline to ensure thorough issue resolution.