Lead Support Engineer

Overview

Motive is hiring a Lead Support Engineer to join the Global Technical Support organization as an internal technical enablement expert for TSEs. The role helps TSEs build product knowledge, troubleshooting judgment and investigation discipline so they can resolve issues independently and escalate to Backline when required. The role is internally focused and does not own direct customer communication.

What you'll do

• Assist TSEs with complex or unfamiliar issues when they cannot identify the next troubleshooting step or resolution path.
• Review TSE investigations and provide actionable coaching on issue framing, hypothesis development, evidence gathering, testing and documentation.
• Build and improve TSE knowledge of Motive products, workflows, system behavior, known limitations, hardware, integrations and common failure modes.
• Model structured troubleshooting and teach TSEs how to move from symptoms to evidence-based conclusions.
• Guide TSEs through investigations so they become self-sufficient, rather than taking ownership of every issue.
• Coach TSEs to determine whether an issue is caused by configuration, workflow, data, hardware, firmware, integration behavior, expected product behavior or a potential defect.
• Review and improve the quality of TSE escalations to Backline, ensuring they include clear reproduction steps, scope, impact, evidence, troubleshooting completed and a specific task.
• Coordinate with Backline when technical clarification is needed and help TSEs understand Backline findings, resolutions and root causes.
• Create and maintain product-specific troubleshooting guides, known-issue documentation, diagnostic checklists, technical FAQs and reusable SQL queries or scripts.
• Identify common TSE blockers and recurring investigation mistakes, then deliver targeted coaching, examples, practice cases and follow-up validation.
• Share recurring patterns and documentation gaps with Sr TLs for broader enablement plans and knowledge-base priorities.
• Maintain accurate records of coaching themes and technical gaps so the TL function can measure whether TSE capability is improving.
• Partner with other TLs to calibrate coaching approaches and maintain consistent technical guidance across teams and regions.

What you'll need

• At least 2 years of experience operating at a Technical Lead, or equivalent senior technical support level, with a strong record of solving complex technical issues and helping other engineers improve.
• Deep knowledge of Motive products or comparable experience supporting complex SaaS, hardware, fleet, logistics, compliance, safety or asset-management platforms.
• Demonstrated ability to coach technical professionals and explain complex product behavior in a clear, practical way.
• Strong investigation skills using logs, SQL, APIs, DataDog, scripting, configuration analysis and technical documentation where appropriate.
• Experience diagnosing issues involving product workflows, data, hardware devices, firmware, integrations and third-party systems.
• Ability to review an incomplete investigation, identify the missing evidence or reasoning, and guide the TSE toward the next correct step.
• Strong understanding of what makes a Backline escalation complete, actionable and technically credible.
• Ability to balance immediate assistance with long-term capability building; the goal is to teach TSEs, not create permanent dependency on TLs.
• Strong written and verbal communication skills for internal coaching, documentation, calibration and technical discussions with Backline.
• A technical background in Computer Science, Engineering, or equivalent practical experience.
• Fluency in spoken and written English.
• Ability to work collaboratively across a global Technical Support organization.
• Permanent employment status with no active warnings or Performance Improvement Plan, consistent with internal eligibility requirements.
• Produce product documentation, troubleshooting guidance, queries and knowledge-base content that TSEs actively use.
• Demonstrate that coaching results in sustained behavior change, not only one-time improvement.

Details

• Location: Pakistan, remote.
• Applicants must be authorized to receive and access commodities and technologies controlled under U.S. Export Administration Regulations.
• Some interviews or new-hire training sessions may be held in person at one of Motive's global offices.