Senior Dedicated Support Engineer

Job Description

Who we are:Motive builds technology to improve the safety, productivity, and profitability of businesses that power the physical economy. Motive combines IoT hardware with AI-powered applications to connect and automate physical operations. Motive is one of the fastest-growing software companies in the world, serving more than 120,000 businesses, across a wide range of industries including trucking and logistics, construction, oil and gas, food and beverage, field service, agriculture, passenger transit, and delivery.Motive is built on four foundational attributes; Own It, Less but Better, Build Trust, and Unlock Potential. This has taken our company to great heights, including being recognized by Fortune for Best Workplaces, Forbes Best Startup Employers, and Comparably for our Best Global Culture, Sales Team, Leadership Team, Career Growth, and CEO for Diversity. We?re proud to receive an employee net promoter score of 63 (according to Comparably) which places Motive in the top 5% of companies with 4,000 employees or more.Today, our team is made up of more than 3,000 employees, located across the world, providing support to a wide range of customers. While most of our employees are remote, many have the opportunity to work on-site at any of our 8 global office locations. Visit our careers website to learn more about opportunities at Motive.About the Role:Motive is looking for an experienced Senior Dedicated Support Engineer (DSE) to join our Global Technical Support organization to provide white-glove service, technical support, and executive-level communications to our customers. In this role, you will be adept at both building relationships and resolving issues. As a Senior Dedicated Support Engineer, your workday is focused on a small number of clients who recognize and relate to you as their central point of contact for Motive?s product support issues, including proactive technical support, upcoming feature consultation, issue escalation, training recommendations, and communicating procedural and status updates on the customer?s environment. You use your judgment and technical expertise to identify, document, and report issues with design, reliability, and maintenance issues. You act as the customer advocate as you work closely with engineering, product management, and other key areas to innovate and improve performance around product requirements, enhancements, process improvements, and industry best practices.What You?ll Do:

• • In this role, you will be adept at both building relationships and resolving issues at all levels within Customer Support.
  • You will be the primary technical point of contact for a small number of Motive?s Enterprise Accounts.
  • You will own or orchestrate the resolution of cases, help build strong partnerships, and provide an unparalleled support experience for assigned customers.
  • Take end-to-end ownership of assigned customer issues, including initial troubleshooting, identification of root cause, and issue resolution.
  • Meet or exceed customer expectations on response quality, timeliness, and overall customer experience.
  • Work in close collaboration with Customer Success Managers to receive, manage and expeditiously resolve escalations from assigned customers.
  • Collect information and document bugs with Engineering for product issues that are impacting customers.
  • Build and maintain strong relationships with technical contacts at assigned customers.
  • Provide feedback to the training and documentation so that common or emerging issues can be addressed before they become serious or widespread.
  • Assess the risk of product releases, and impending and important dates throughout the year, and act to mitigate any identified issues.
  • Understanding the core business of the assigned accounts & overseeing all Support activities on a macro level, at all levels of Support.
  • Provide well-thought-out and reliable direction, both in technical and non-technical terms, to help designated customers integrate and maintain their Account Integrations with Motive.
  • Updating and looping internal teams regarding important account SOPs if any.
  • Ensuring specific account SOPs are created and followed.
  • Working in close liaison with other departments and tiers, especially Tier-3.
  • Personalizing customer experience via relationship building with Fleet Managers.
  • Analyzing Data to Monitor Account Health and Trends.
  • Identifying any possible need for customer education, as well as Product or Support gaps.
  • Visibility and alignment with the KT account team.
  • Participate in on-call rotation.

What We?re Looking For:

• Minimum 1.5+ years of experience in Customer Support, and technical support
• Excellent customer service and communication skills in a variety of forms (written, live chat, conference calls, in-person)
• Experience with addressing customer escalations and relaying concise and audience-digestible updates to stakeholders
• Strong analytical and problem-solving skills with the ability to manage critical and complex issues in high-pressure environments
• Strong knowledge of Motive?s Products with a concentration on Compliance, Asset and/or Safety Pod

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.Please review our Candidate Privacy Noticehere.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.#LI-Remote

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