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 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.
Who We Are:
Motive builds technology using the latest advancements in AI and computer vision to improve the safety and efficiency of businesses with vehicles. Over one million drivers and 100,000 companies across every industry trust Motive’s integrated platform to power their operations, prevent accidents and reduce costs.
At Motive, we see our hard work rewarded in tangible ways every day, and we believe that intelligence is most powerful when paired with humility. We’re motivated by the opportunity to save lives on the road while impacting and improving every facet of multiple trillion-dollar industries that keep our physical economy moving. Motive is proud to be a Forbes Cloud 100 company, Forbes Best Startup Employer 2020, and an Inc Magazine Best Place to Work.
About the Role:
Motive is looking for an experienced Technical Lead Engineer to join our Global Technical Support organization as an internal technical enablement expert for TSEs.
The TL will help TSEs build the product knowledge, troubleshooting judgment, and investigation discipline needed to resolve issues independently and escalate directly to Backline when required. This role is the hands-on technical support layer for TSEs: when a TSE is stuck, the TL helps identify the next step, explains the technical reasoning, and ensures the TSE learns from the interaction.
The TL will also identify recurring gaps in product knowledge and investigation quality, then turn those gaps into coaching, product documentation, troubleshooting guides, reusable queries, and knowledge-base improvements. The role is internally focused and is not responsible for owning direct customer communication.
What You’ll Do:
- Assist TSEs with complex or unfamiliar issues when they are unable to 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.
- Help TSEs become self-sufficient by guiding them through investigations instead of taking ownership of every issue.
- Coach TSEs 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-
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