Technical Support Engineer, Tracking & Telematics

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 more than 120,000 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.

Visit gomotive.com to learn more.

The Technical Support Engineer - Tracking and Telematics role is a Subject Matter Expert that manages, tracks, diagnoses, and troubleshoots the cases in Technical Support. They also train, educate, assist, and provide guidance to other employees within Support and across the company. An important aspect is to identify and alert the necessary stakeholders on larger issues and trends, and understanding the magnitude and scope of the issues before working with the Technical Lead.

• Determine how to resolve support issues - what changes need to be made to underlying data/hardware/process and how to apply them with minimal user disruption.
• Determine root cause of errors/bugs -- use the data and tools we have to trace the origin of data inconsistencies and bugs and report them to the Technical Leads.
• Perform analysis of data to determine impact/prevalence of issues -- use analytics tools like Redash.
• Utilize tools developed by the engineering team to modify user/vehicle data for resolving support issues.
• Communicate with customers for reported issues, escalated cases, and urgent inquiries to minimize customer churn.
• Report on-duty if you are engaged as the On-Call Technical Support Engineer in the rotation. 

• Minimum 1 year tenure in Technical Support or 2 years in Customer Support
• Fluent in spoken and written English
• Team player and can work in a professional environment
• Computer Science/Engineering educational background
• Should be an exceptional performer
• Familiar with Hardware and Firmware level troubleshooting
• On-call rotation flexibility

 

 

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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