Senior Designated Support Engineer

Motive provides tools for physical operations management, serving 120,000+ customers across transportation, logistics, construction, and other industries.
Backend
Senior Software Engineer
Remote
1,000 - 5,000 Employees
1.5+ years of experience
Enterprise SaaS · Logistics

Description For Senior Designated Support Engineer

Motive is seeking a Senior Designated Support Engineer to join their Global Technical Support organization, focusing on providing premium support services to enterprise customers. This role combines technical expertise with relationship building, serving as the primary point of contact for a select group of clients.

The position involves comprehensive technical support, from troubleshooting and bug documentation to system integration and performance improvement. You'll work closely with engineering and product teams, acting as a customer advocate while ensuring optimal product performance and customer satisfaction.

Motive empowers physical operations across various industries, serving over 120,000 customers from Fortune 500 enterprises to small businesses. Their platform integrates safety, operations, and finance management into a single system, utilizing AI to enhance visibility and control while reducing manual workload.

As a Senior DSE, you'll manage critical technical issues, maintain customer relationships, and drive product improvements through direct feedback and observation. The role requires strong technical skills in SQL, Python, and API integration, combined with excellent communication abilities to handle executive-level interactions.

The ideal candidate brings 1.5+ years of technical support experience, strong analytical capabilities, and the ability to work in high-pressure environments. This position offers the opportunity to work with cutting-edge technology while making a direct impact on customer success in a rapidly growing enterprise SaaS company.

Last updated a day ago

Responsibilities For Senior Designated Support Engineer

  • Serve as primary technical point of contact for enterprise accounts
  • Own end-to-end resolution of customer issues including troubleshooting and root cause analysis
  • Collaborate with Customer Success Managers to manage and resolve escalations
  • Document bugs and work with Engineering team
  • Build and maintain relationships with technical contacts
  • Provide feedback for training and documentation improvements
  • Assess and mitigate risks of product releases
  • Create and maintain account SOPs
  • Participate in on-call rotation
  • Monitor account health and trends

Requirements For Senior Designated Support Engineer

Python
  • 1.5+ years of experience in Customer Support and technical support
  • Excellent customer communication skills
  • Experience with customer escalations management
  • Strong analytical and problem-solving skills
  • Knowledge of Motive's Products
  • Excellent troubleshooting skills with log parsing, SQL, and scripting
  • Experience with hardware devices and firmware upgrades
  • Experience with Third Party integrations
  • Familiarity with APIs, Python, Data Dog, SQL
  • Deep hardware fault analysis skills

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