Technical Support Engineer, Tracking & Telematics

As a Technical Support Engineer at Motive, your main responsibilities include managing and diagnosing technical support cases, communicating with customers, utilizing engineering tools to resolve issues, and performing data analysis to understand trends. You'll also provide training and guidance to other team members, ensuring they are equipped with the knowledge to assist customers effectively.

To apply for the Technical Support Engineer position at Motive, candidates should possess 2-3 years of experience in customer or technical support roles and hold a Bachelor's Degree in Computer Science or a related field. Familiarity with RESTful APIs, SQL, and programming languages like Python or C# is also required.

A Technical Support Engineer at Motive will utilize various tools including Grafana, DataDog, AWS Cloudwatch, and Pendo to analyze issues and track performance metrics. These tools aid in diagnosing problems and ensuring the overall efficiency of the telematics solutions provided to our customers.

Customer communication is crucial for a Technical Support Engineer at Motive. You will be expected to establish open lines of communication with clients, addressing their concerns promptly and effectively in order to minimize churn and enhance their experience with our products.

At Motive, the environment for Technical Support Engineers is collaborative and supportive. Engineers are encouraged to share knowledge, mentor each other, and work cohesively to troubleshoot and solve customer issues. This team dynamic fosters a high-performing culture and personal growth opportunities.

When answering this question, provide specific examples of your prior experience, highlighting the types of cases you handled, skills you developed, and the tools you used. Discuss a particular challenge you faced and how you successfully resolved it, showcasing your problem-solving abilities.

To answer this, focus on your approach to active listening, empathy, and clear explanations. Emphasize the importance of patience and follow-up to ensure customers feel supported. Providing an example from your past experience can illustrate your skills in this area.

When answering this question, narrate a situation where your proactive approach prevented potential issues. Explain the steps you took to identify the problem and communicate with the necessary teams to find a solution, showing your attention to detail and commitment to customer satisfaction.

Discuss the various tools you have used in your previous roles, such as analytics platforms or customer support software. Mention how you leveraged these tools to effectively diagnose and resolve issues, emphasizing your technical proficiency.

In your response, describe organizing your workload based on urgency, complexity, and customer needs. Share techniques you've used, like setting up reminders or utilizing task management software, to ensure timely resolution of each case.

Explain your knowledge of RESTful APIs by discussing how they function and how you've interacted with them in previous positions. Provide an example of how you've utilized APIs to streamline a support process or enhance customer functionality.

When discussing your SQL and data analysis experience, mention specific projects or tasks where you analyzed data to identify trends or resolve issues. Highlight your comfort level in querying databases and interpreting results to support troubleshooting efforts.

Share your approach to managing difficult customers by demonstrating empathy and active listening. Provide an example of a challenging situation you faced, emphasizing the resolution process and what you learned from the experience.

Prepare for this question by researching Motive's products. Discuss their features and benefits, as well as how your understanding equips you to assist customers in getting the most out of their experience. Show a genuine interest in the company’s mission and values.

When answering this question, connect your career goals to Motive's mission and values. Discuss your interest in working in a technology-driven environment and how you believe your skills can contribute to their commitment to customer success and innovation.