Senior Backline Support Engineer

Motive serves nearly 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.

Visit gomotive.com to learn more.

About the Role:

Motive is looking for a Senior Backline Support Engineer to help resolve complex technical issues and improve the support experience for our customers. You will own escalated cases, investigate root causes, identify product and process gaps, and provide technical guidance to frontline support teams. You will report into Rafay Maqsood (Manager, Technical Support Engineering).

What You'll Do:

* Own complex escalations from frontline support through investigation, resolution, and clear communication.
* Diagnose software, hardware, integration, and data-related issues using logs, analytics, APIs, SQL, and internal tools.
* Identify root causes, assess customer impact, and document actionable findings for Engineering and Product teams.
* Create and maintain detailed bug reports, technical documentation, knowledge base content, and troubleshooting guides.
* Provide technical guidance, coaching, and constructive feedback to support engineers and adjacent teams.
* Communicate with customers during urgent or high-impact issues to drive timely and effective resolution.

What We're Looking For:

* 4+ years of experience in technical support, customer support engineering, software development, or a related field.
* Strong understanding of APIs, SQL, software troubleshooting, and technical debugging methodologies.
* Experience diagnosing complex issues across web applications, mobile applications, hardware, integrations, or data systems.
* Experience using tools such as Jira, Salesforce, Looker, Confluence, or comparable support and analytics platforms.
* Strong analytical and problem-solving skills with the ability to identify root causes and drive issues to resolution.
* Excellent spoken and written English with the ability to communicate technical concepts clearly to both technical and non-technical audiences.

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.

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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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Non-compete covenant terms in all other jurisdictions will be subject to the applicable statutory requirements, including but not limited to, procedures, industry related prohibitions, or salary and compensation thresholds.

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