Senior Technical Support Engineer - Backline & Escalations

ProducePay; 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

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.