Technical Support Engineer - Developer Support

As a Technical Support Engineer - Developer Support at Motive, your main responsibilities will include diagnosing and troubleshooting technical issues related to our Public API, conducting data analysis to identify the root causes of errors and bugs, assisting developers with API-related concerns, and collaborating closely with engineering and product teams to advocate for necessary changes. You'll also provide email and chat support to customers needing assistance with their API integrations.

To qualify for the Technical Support Engineer - Developer Support role at Motive, candidates should have a bachelor's degree in Computer Science or equivalent work experience in a developer role, along with 1-2 years of experience in a technical support position, particularly in Level 2 support. It's essential to have a solid understanding of RESTful APIs, SQL, and OAuth 2.0, complemented by intermediate proficiency in a programming language such as Python, C++, C#, or Ruby.

At Motive, fostering a collaborative work environment is crucial, especially for roles like the Technical Support Engineer - Developer Support. This role involves working cross-functionally with various teams, including Engineering, Professional Services, and Products. You’ll take ownership of customer issues and actively relay customer feedback, insights, and concerns, ensuring that all voices are heard and considered. Regular developer meetings also facilitate collaboration by allowing for direct communication across departments.

In the Technical Support Engineer - Developer Support role at Motive, you will be using various tools to analyze data and troubleshoot issues, including DataDog, Redash, AWS Cloudwatch, and Pendo. These analytics tools will help you trace the origin of data inconsistencies and report findings back to the engineering team. Your ability to leverage these platforms will significantly enhance your efficiency in resolving customer concerns.

Motive is deeply committed to the professional growth of its employees, including Technical Support Engineers. We offer various training and development opportunities to help you stay current with industry trends and emerging technologies. Additionally, as a part of your role, you'll have the chance to share knowledge and mentor new team members, fostering an environment of continuous learning and collaboration within the team.

In your response, emphasize specific instances where you successfully diagnosed and resolved API issues. Mention the tools you used, such as DataDog or AWS Cloudwatch, and how your analytical skills contributed to finding solutions. Share how you communicated these findings to both customers and technical teams.

Discuss your approach to managing customer inquiries by outlining a system for prioritization based on urgency and impact. Talk about your experience in addressing high-priority issues quickly while maintaining clear communication with customers to manage their expectations.

Highlight your programming language expertise, such as Python or C#, and provide examples of how you’ve applied this knowledge in previous roles. Share a story of how your programming skills helped you solve a customer's problem or to improve a process, showing your technical capability.

Demonstrate your communication skills by explaining your approach to collaboration with different teams, such as regular check-ins, using shared documentation, or attending meetings. Provide an example of a situation where effective communication led to a successful resolution of a complex issue.

In your answer, clearly outline what RESTful APIs are, their purpose, and provide context on how they facilitate communication between services. You can also mention how your experience has equipped you to tackle API-related challenges effectively.

Share your strategy for handling unresolved issues, such as keeping the customer informed while you seek a solution, escalating to the appropriate channels, or conducting further research. Emphasize the importance of customer communication and follow-up.

Discuss the resources you rely on, such as blogs, webinars, or online courses focused on technical support and API development. Also, mention the importance of being part of developer communities or user groups for continuous learning and networking.

Express your enthusiasm for working at Motive by connecting your skills and experiences with the company's values and mission. Discuss how the role aligns with your career goals and your desire to contribute to innovative solutions in operational safety and efficiency.

Share a specific example where you identified a root cause of a problem, implemented a solution, and communicated the outcome to the customer. Focus on your proactive approach and dedication to resolving the issue while enhancing customer satisfaction.

Outline your process for creating thorough documentation, including gathering information from multiple sources, organizing findings clearly, and ensuring the documentation is accessible and user-friendly. Explain how this contributes to team efficiency and customer support.