Designated Support Engineer

As a Designated Support Engineer at Motive, your key responsibilities include being the main technical point of contact for a small number of Enterprise Accounts, providing unparalleled support, troubleshooting and resolving assigned customer issues, collaborating closely with Customer Success Managers to tackle escalated cases, and maintaining strong relationships with clients' technical contacts. Your role will also involve documenting product bugs, assessing risks during product releases, and ensuring seamless communication of important updates.

To qualify for the Designated Support Engineer position at Motive, you need a minimum of 1.5 years of experience in customer and technical support, combined with excellent communication skills. A strong analytical mindset is essential, alongside familiarity with SQL, scripting languages, and an understanding of advanced troubleshooting techniques using APIs and Python. Knowledge of Motive’s products, particularly in compliance, asset management, and safety, is a significant advantage, as is experience with third-party integrations.

To ensure customer satisfaction, a Designated Support Engineer at Motive takes full ownership of customer issues from initial troubleshooting to resolution. By maintaining consistent and clear communication regarding updates and concerns, you’ll build trust with clients. Additionally, you’ll work closely with engineering and product teams to advocate for customer needs and document enhancements, ensuring that any arising problems are addressed swiftly. This proactive approach helps create a positive and seamless experience for all customers.

As a Designated Support Engineer at Motive, you will have significant opportunities for growth. By engaging with various teams, including engineering and product management, you can expand your technical proficiency and industry knowledge. Your role also allows for the development of soft skills such as communication and relationship-building, which are essential for advancement in the company. Regular feedback and performance assessments will help guide your career trajectory within Motive.

Motive prides itself on fostering a diverse and inclusive work culture for all employees, including Designated Support Engineers. The environment encourages collaboration, innovation, and personal growth. Working remotely, you’ll be part of a tight-knit team committed to excellence, where your contributions are valued. Regular interactions with cross-functional teams ensure that you are supported and engaged throughout your journey with Motive, creating a fulfilling workspace where everyone can thrive.

In your response, share specific examples of complex technical issues you've resolved, the tools or methods you used for troubleshooting, and how your actions directly impacted customer satisfaction. Highlight your analytical skills and your ability to collaborate effectively with different teams to ensure a swift resolution.

When answering, illustrate your approach to managing escalated cases. Discuss the importance of patience, active listening, and empathetic communication. Provide an example of a situation where you successfully de-escalated a challenging interaction, ensuring the customer felt valued and understood.

Consider sharing specific techniques you employ, such as regular check-ins, personalized communications, and understanding the business needs of your clients. Emphasize the importance of establishing trust and rapport and how that translates into positive outcomes for the customer and the company.

In your response, discuss your commitment to continuous learning. Highlight how you stay informed through training sessions, webinars, and industry literature. Mention any specific resources or communities you engage with that might enhance your understanding of Motive's offerings and their application in the field.

Share your personal motivations for working in customer support, such as the satisfaction of solving problems and helping others. Provide examples of how this passion has driven you to go above and beyond in your previous roles to ensure customer success and satisfaction.

Outline a specific instance where you recognized an inefficiency or a gap in support processes and the steps you took to address it. Discuss the improvements implemented and how they led to a better customer experience or more efficient team operations.

In your answer, describe your organizational strategies, such as using task management tools or prioritizing tasks based on urgency and impact. Highlight how you remain adaptable and ready to shift focus when unexpected issues arise, while still ensuring that long-term projects and goals are met.

Discuss the essential skills you consider vital for success in the role, such as effective communication, technical expertise, analytical thinking, and relationship-building. Provide examples of how you have demonstrated these skills in your previous experiences.

In your response, illustrate your approach to being the customer’s voice by gathering all relevant information, documenting the issues comprehensively, and using that data to communicate effectively with internal teams. Explain the importance of transparency and follow-up in this process to ensure the customer feels supported and informed.

Convey your understanding of Motive’s products, focusing on their purpose, features, and the industries they serve. Discuss how your familiarity with these products enables you to provide more specific and effective support to customers while advocating for their needs and providing insightful feedback to the product team.