Technical Support Specialist

Motive; Buffalo (NY); Hybrid; MXN 1,022,000 - 1,394,000; Full time

Job summary

Motive, a leader in safety and operations AI, is seeking a Technical Support Representative to deliver fast, empathetic resolutions across phone, email, and chat from our Buffalo, NY office. You will work cross-domain to minimize transfers and resolve issues quickly.

This role requires strong technical troubleshooting, experience with Genesys/Amazon Connect and Salesforce, and fluency in Spanish and English. You will help maintain SLAs and contribute to continuous improvement.

Qualifications

• Experience using cross-domain case tracking to document issues.
• Ability to resolve complex technical problems across multi-channel support.
• Proficient with Genesys/Amazon Connect and Salesforce case management.
• Fluent in Spanish and English, both written and spoken.

Responsibilities

• Provide multi-channel frontline support (phone, email, chat) and triage issues.
• Maintain queue adherence and timely resolution of requests.
• Perform remote device actions and health checks when applicable.
• Escalate using P1/P2 workflows and communicate status to customers.
• Collaborate with Technical Support, Product, and Engineering to improve knowledge and processes.

Skills

Cross-domain proficiency

Case tracking systems

Technical issue resolution

Genesys / Amazon Connect

Salesforce

English & Spanish fluency

Team collaboration

Education

Computer Science/Engineering background

Tools

Genesys

Amazon Connect

Salesforce

REST APIs

Job description

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.

Motive builds technology using the latest advancements in AI and computer vision to improve the safety and efficiency of businesses with vehicles. Over one million drivers and 100,000 companies across every industry trust Motive’s integrated platform to power their operations, prevent accidents and reduce costs.

At Motive, we see our hard work rewarded in tangible ways every day, and we believe that intelligence is most powerful when paired with humility. We’re motivated by the opportunity to save lives on the road while impacting and improving every facet of multiple trillion-dollar industries that keep our physical economy moving. Motive is proud to be a Forbes Cloud 100 company, Forbes Best Startup Employer 2020, and an Inc Magazine Best Place to Work.

About the Role:

As a Technical Support Representative, you are the frontline of Motive’s customer support—delivering fast, empathetic, and accurate resolutions across phone, email, and chat while keeping solutions as close to the customer as possible in a 24/7 support organization.

You will operate cross‑domain to reduce unnecessary transfers, leverage remote device actions where available, and apply precise documentation standards that align to our unified case taxonomy and SLAs.

This role is ideal for a service‑obsessed problem solving self-starter who thrives in a dynamic environment, collaborates effectively with all Technical Support teams, and Product/Engineering, and consistently drives customer satisfaction at the first touch. Working from our Buffalo, NY office, you’ll have a unique opportunity to work in close proximity to our hardware engineering, testing, and reliability teams.

What You’ll Do:

• Provide multi‑channel frontline support (phone, email, chat): triage, basic troubleshooting, collect logs/screenshots, document clearly, and elevate only when warranted. Maintain professional tone and adherence to Support documented process throughout interactions.
• Maintain queue adherence and call handling excellence, using the correct statuses and follow‑up documented processes to ensure timely closure and accountability.
• Should be able to deliver support across a broad number of technical issues.
• Execute remote device actions (e.g., remote reboot) and device health checks where available to resolve customer issues.
• Engage escalation pathways appropriately: recognize P1/P2 workflows, and communicate clear status/next steps when partnering with Technical Support and leadership.
• Meet priority & SLA expectations for first response and update cadence; proactively communicate timelines and manage expectations with customers and internal teams.
• Contribute to continuous improvement by flagging repeat patterns, sharing case insights, and collaborating with Tech Support and Product/Engineering to enhance knowledge and workflows.

What We’re Looking For:

• Demonstrated cross‑domain proficiency and comfort using case tracking systems to classify and document customer issues.
• Hands‑on ability with resolving complex technical issues reported by the customers.
• Should be able to efficiently handle urgent customer concerns by exhibiting full ownership and accountability.
• Strong systems fluency: Genesys/Amazon Connect (voice), Salesforce (cases); consistent SLA adherence and high‑quality written notes.
• High standards for customer communication: clear, empathetic, professional tone across phone, email, and chat; disciplined follow‑through and closure hygiene.
• Collaborative mindset to partner with cross‑functional teams to resolve customer queries.
• Proven experience with handling routine change management requests directly reported from the end user.
• Motivated individuals with eagerness to learn and go above and beyond.
• Fluent in spoken and written Spanish and English.
• Team player and can work in a professional environment.
• Computer Science/Engineering background – preferably.
• Expertise with APIs – bonus skillset.
• Should be an exceptional performer.
• Familiar with Hardware and Firmware level troubleshooting.
• Overall technically sound and expert – not just limited to Motive products.
• Bonus if you already have a proven excellence in frontline customer support in a multi‑channel environment with a track record of resolving technical issues.

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 .

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.