Senior Backline Support Engineer

Motive; United States; On-site; USD 110,000 - 160,000; Full time

Job summary

Motive is seeking a Senior Backline Support Engineer to own escalated cases, diagnose complex issues, and improve the support experience for customers. You will investigate root causes, document findings, and guide frontline teams, reporting to the Manager of Technical Support Engineering.

You will work with APIs, SQL, logs, and internal tools to troubleshoot across web, mobile, hardware, integrations, and data systems, delivering actionable insights and timely resolutions.

Qualifications

• 4+ years in technical support, customer support engineering, software development, or related field.
• Strong understanding of APIs, SQL, software troubleshooting, and debugging methodologies.
• Experience diagnosing complex issues across web/mobile apps, hardware, integrations, or data systems.
• Experience using Jira, Salesforce, Looker, Confluence or similar platforms.

Responsibilities

• Own complex escalations from frontline support through investigation, resolution, and clear communication.
• Diagnose software, hardware, integration, and data issues using logs, analytics, APIs, SQL, and internal tools.
• Identify root causes, assess customer impact, and document findings for Engineering and Product teams.
• Create and maintain detailed bug reports, documentation, knowledge base content, and troubleshooting guides.
• Provide technical guidance and coaching to support engineers and adjacent teams.
• Communicate with customers during urgent issues to drive timely resolutions.

Skills

APIs

SQL

Software debugging

Technical troubleshooting

Root cause analysis

English proficiency

Tools

Jira

Salesforce

Looker

Confluence

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.

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:

Motive is looking for a Senior Backline Support Engineer to help resolve complex technical issues and improve the support experience for our customers. You will own escalated cases, investigate root causes, identify product and process gaps, and provide technical guidance to frontline support teams. You will report into Rafay Maqsood (Manager, Technical Support Engineering).

What You'll Do:

• Own complex escalations from frontline support through investigation, resolution, and clear communication.
• Diagnose software, hardware, integration, and data-related issues using logs, analytics, APIs, SQL, and internal tools.
• Identify root causes, assess customer impact, and document actionable findings for Engineering and Product teams.
• Create and maintain detailed bug reports, technical documentation, knowledge base content, and troubleshooting guides.
• Provide technical guidance, coaching, and constructive feedback to support engineers and adjacent teams.
• Communicate with customers during urgent or high-impact issues to drive timely and effective resolution.

What We're Looking For:

• 4+ years of experience in technical support, customer support engineering, software development, or a related field.
• Strong understanding of APIs, SQL, software troubleshooting, and technical debugging methodologies.
• Experience diagnosing complex issues across web applications, mobile applications, hardware, integrations, or data systems.
• Experience using tools such as Jira, Salesforce, Looker, Confluence, or comparable support and analytics platforms.
• Strong analytical and problem-solving skills with the ability to identify root causes and drive issues to resolution.
• Excellent spoken and written English with the ability to communicate technical concepts clearly to both technical and non-technical audiences.

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.

Please review our Candidate Privacy Notice here.

UK Candidate Privacy Notice here.

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.

Regarding US-based roles, depending on your role and primary work location, Motive Technologies, Inc. (“Employer”) discloses candidates may be required to execute a non-compete covenant with the Employer. This requirement does not apply to lawyers, interns, or employees working in CA, MN, MT, ND, OK, or where otherwise prohibited by law.

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.

All job postings are for existing vacancies. Please note; some interviews or new-hire training sessions may be held in person at one of our global offices.