Product Support Specialist

Motive; Buffalo (NY); On-site; USD 28,000 - 37,000; Full time

Benefits offered by this job

Health benefits

Dental and vision care

401(k) program

Paid time off

Disability coverage

Job summary

Motive is hiring a Product Support Specialist for our Buffalo, NY office. You will serve as the primary contact for hardware-focused issues, delivering world-class help via calls, chat, and email. You will install devices, diagnose connectivity and status, and escalate to Engineering when needed.

You will also help build and scale our Technical Support workflow. You will split time between customer support and lab work in Buffalo, collaborating with Sustaining Engineering to convert findings

Qualifications

• 1+ years of technical customer service experience preferred.
• Hands-on aptitude for hardware troubleshooting (devices, electronics, or vehicle systems).
• Empathize with users and de-escalate frustrated customers.
• Strong analytical skills to spot trends across cases and devices.
• Excellent verbal and written communication, including explaining technical topics to non-technical customers.
• Native or bilingual English skills (written and spoken).
• Attention to detail and careful documentation (serial numbers, tracking).
• Ability to manage time across live calls, chats, email, and lab work.

Responsibilities

• Answer inquiries via phone, chat, and email during EST hours.
• Own cases from open to resolution with documented notes.
• Guide customers through device installation, checks, and basic configuration.
• Assess RMA devices and route through the testing workflow.
• Collect bugs and patterns and relay to Product/Engineering teams.
• Create/update help articles and troubleshooting guides for the team.
• Help improve processes, escalation criteria, and RMA intake.
• Meet targets for response time, resolution, and customer satisfaction.

Skills

Technical customer service

Hardware troubleshooting

Empathy

Analytical skills

Communication skills

English proficiency

Documentation habits

Time management

Onsite suitability

Tools

Ticketing system

Job description

Who We Are 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.

Who We Are 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.

Visit gomotive.com to learn more.

About The Role

As a Product Support Specialist, you will serve as a main point of contact for issues and questions about Motive, with a particular focus on our hardware. You will provide world-class assistance via calls, chat, and email, helping customers get their devices installed, connected, and working as intended. You will also have the opportunity to define Motive's support processes and work with our team to develop and scale the Technical Support function.

In addition to Tier 1 support, you will spend part of your time in our Buffalo lab assessing returned devices, and you will partner with Sustaining Engineering to turn what you see in customer cases and on the bench into early-warning signals for the broader Support team.

This position is onsite in our Buffalo, NY office.

What You'll Do

• Answer inbound inquiries coming through Motive's support hotline, live chat feature, and support email address during Eastern Standard Time business hours. Troubleshoot hardware, installation, connectivity, and device-health issues, resolve them on first contact whenever possible, and set clear expectations on next steps and timelines.
• Own your cases from open to resolution, with accurate documentation in our ticketing system. Escalate complex, recurring, or high-impact issues to Engineering with clear problem statements, reproduction steps, and supporting data.
• Walk customers through device installation, power and connectivity checks, LED and status diagnostics, and basic configuration. Determine whether an issue is hardware, installation, configuration, or software related, and decide whether a replacement is needed.
• Periodically assess customer RMA devices sent to the Buffalo office. Process defective devices through the technical RMA workflow and return devices that pass testing to the customer they came from.
• Collect customer support requests and bugs, identify patterns in the issues customers report, and relay findings to the Product and Engineering teams so they can be addressed.
• Create and update help articles, internal documentation, and troubleshooting guides based on what you learn from customer cases and the lab, so the whole team can reuse it.
• Work with your leadership team to improve the systems and processes that will help the team scale, including case handling, escalation criteria, and RMA intake and testing procedures. Share feedback on tools, training, and workflows.
• Meet team targets for response time, resolution time, first-contact resolution, and customer satisfaction, and participate in regular coaching and quality reviews.

What We're Looking For

• 1+ years of technical customer service experience is strongly preferred
• Hands-on aptitude for hardware troubleshooting, such as devices, electronics, or vehicle systems
• Natural instinct to empathize with users and de-escalate frustrated customers
• Strong analytical skills, with the ability to spot trends across cases and devices
• Excellent verbal and written communication skills, including explaining technical topics to non-technical customers
• Native or bilingual spoken and written English skills
• Strong attention to detail and careful documentation habits, including serial number and device tracking
• Ability to manage time and prioritize across live calls, chats, email, and lab work
• Occasional flexible working hours
• Ability to work onsite in our Buffalo, NY office and to lift and move equipment and packages as needed

Pay Transparency

Your compensation may be based on several factors, including education, work experience, and certifications. For certain roles, total compensation may include restricted stock units. Motive offers benefits including health, pharmacy, optical and dental care benefits, paid time off, sick time off, short term and long term disability coverage, life insurance as well as 401k contribution (all benefits are subject to eligibility requirements). Learn more about our benefits by visiting Motive Perks & Benefits

The Base Compensation Range For This Role Is

$20—$27 USD

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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