Technical Support Engineer

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 100000 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.

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What Youll Do:

• Provide multichannel frontline support (phone email chat): triage basic troubleshooting collect logs/screenshots document clearly and escalate 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 followup 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 Were Looking For:

• Demonstrated crossdomain proficiency and comfort using case tracking systems to classify and document customer issues.
• Handson 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 highquality written notes.
• High standards for customer communication: clear empathetic professional tone across phone email and chat; disciplined followthrough 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 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.
• On-Call rotation flexibility
• Bonus if you already have a proven excellence in frontline customer support in a multichannel environment with a track record of resolving technical issues.
• Must be able to work onsite in our Buffalo NY office location.

Creating a diverse and inclusive workplace is one of Motives core values. We are an equal opportunity employer and welcome people of different backgrounds experiences abilities and perspectives.

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The applicant must be authorized to receive and access those commodities and technologies controlled under U.S. Export Administration Regulations.It is Motives policy to require that employees be authorized to receive access to Motive products and technology.

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