Designated Support Engineer

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 more than 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 is on a mission to modernize the trucking industry.

With the leading fleet management platform, we are bringing trucks online and fundamentally changing the way freight is moved on our roads.

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 impact and improve every facet of a trillion-dollar industry that touches everyone’s lives.

Motive is proud to be a Forbes Cloud 100 company and a 2020 Career-Launching Company by Wealthfront.

About the Role

Motive is looking for an experienced Designated 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 Designated 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 & oversee 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, followed and improved.

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.

Identify and clearly document product gaps and enhancements; liaise with relevant product and cs teams to advocate for your designated customers.

Visibility and alignment with the Motive account team.

Participate in on-call rotation; be available outside of normal working hours to facilitate customer upgrades and change management practices.

What We’re Looking For

Minimum 1.5 + years of experience in Customer Support, and technical support Excellent customer 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 Excellent troubleshooting skills leveraging log parsing, SQL, scripting languages, and code review where needed.

Experience with hardware devices, firmware upgrades, change management and related testing practices.

Experience with Third Party integrations such as Transportation Management or Fleet Maintenance systems.

Familiarity with advanced troubleshooting techniques that utilize APIs, Python, Data Dog, SQL etc.

Deep hardware fault analysis skills; identify trends and prevent field failures – Root Cause Analysis.

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.

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Required Skill Profession

Other General