Technical Support Lead & Enablement Coach

Motive; United States; Remote; USD 140,000 - 200,000; Full time

Benefits offered by this job

Equity stock options

Comprehensive health insurance

Flexible work environment

Job summary

Motive is seeking a Lead Support Engineer (TL) to act as the hands-on technical enablement expert for our Global Technical Support team. You will coach TSEs, drive root-cause analysis, and help craft high-quality escalations to Backline Engineering while building reusable diagnostics and tooling.

The role emphasizes mentoring, strengthening investigative discipline, and contributing to engineering solutions, with a focus on SaaS and hardware issues across logistics and fleet domains.

Qualifications

• 5+ years of experience as a Technical Lead, Senior Tech Support Specialist, or Tier 3 Support Engineer.
• Deep domain experience with complex B2B SaaS, IoT hardware, telematics, fleet management, logistics, or asset-management platforms.
• Advanced diagnostic and log-investigation skills using SQL, REST APIs, Datadog, log parsers, system configurations, and scripting.

Responsibilities

• Provide technical coaching and guidance to TSEs for complex product issues, guiding hypothesis formation and root-cause analysis.
• Assess and improve investigation quality by identifying missing evidence and teaching best practices.
• Elevate the quality of escalations to Backline Engineering with clear reproduction steps and actionable tasks.
• Create and maintain product-specific troubleshooting guides, diagnostic checklists, and reusable logs or queries.

Skills

SQL

REST APIs

Datadog

Troubleshooting

Coaching

Education

Computer Science degree

Tools

Python

Job description

Motive is seeking a Lead Support Engineer (TL) to act as the hands-on technical enablement expert for our Global Technical Support team. You will coach TSEs, drive root-cause analysis, and help craft high-quality escalations to Backline Engineering while building reusable diagnostics and tooling.

The role emphasizes mentoring, strengthening investigative discipline, and contributing to engineering solutions, with a focus on SaaS and hardware issues across logistics and fleet domains.