Technical Support Engineer

Overview

Frontline technical support for Motive's fleet platform via phone, email, and chat.

Key Responsibilities

• queue management
• remote reboot
• health checks
• sla compliance
• multi‑channel support
• escalation management

Tasks

-Maintain queue adherence and call handling excellence, using the correct statuses and follow‑up documented processes to ensure timely closure and accountability. -Execute remote device actions (e.g., remote reboot) and device health checks where available to resolve customer issues. -Contribute to continuous improvement by flagging repeat patterns, sharing case insights, and collaborating with Tech Support and Product/Engineering to enhance knowledge and workflows. -Meet priority & SLA expectations for first response and update cadence; proactively communicate timelines and manage expectations with customers and internal teams. -Provide multi‑channel 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. -Engage escalation pathways appropriately: recognize P1/P2 workflows, and communicate clear status/next steps when partnering with Technical Support and leadership.

Requirements

• apis
• genesys
• salesforce
• cs background
• on‑call
• fluent english

What You Bring

-Should be able to deliver support across a broad number of technical issues. -On-Call rotation flexibility -Fluent in spoken and written English. -Demonstrated cross‑domain proficiency and comfort using case tracking systems to classify and document customer issues. -High standards for customer communication: clear, empathetic, professional tone across phone, email, and chat; disciplined follow‑through and closure hygiene. -Hands‑on ability with resolving complex technical issues reported by the customers. -Collaborative mindset to partner with cross-functional teams to resolve customer queries. -Must be able to work onsite in our Buffalo, NY office location. -Computer Science/Engineering background – preferably. -Expertise with APIs – bonus skillset. -Should be able to efficiently handle urgent customer concerns by exhibiting full ownership and accountability. -Familiar with Hardware and Firmware level troubleshooting. -Overall technically sound and expert – not just limited to Motive products. -Bonus if you already have a proven excellence in frontline customer support in a multi‑channel environment with a track record of resolving technical issues. -Proven experience with handling routine change management requests directly reported from the end user. -Strong systems fluency: Genesys/Amazon Connect (voice), Salesforce (cases); consistent SLA adherence and high‑quality written notes.

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About Motive

-Launched with a simple goal: digitize driver hours and logs for truckers. -Evolved into an integrated platform combining IoT devices and AI-powered apps for managing vehicles, safety, compliance, assets, maintenance, and expenses. -Typical projects include rolling out fleet-wide dashcam systems with real-time safety alerts and automating compliance workflows for construction or oil-and-gas fleets. -Specializes in fleet management for sectors like trucking, logistics, construction, field service, agriculture, transit, and delivery. -A standout achievement: its Motive Card achieved a $1 billion annualized spend run rate, showcasing strong traction in spend management.

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