Technical Support Manager - Tracking & Telematics

A Technical Support Manager at Motive is a senior expert responsible for resolving complex technical issues, mentoring support engineers, and collaborating with engineering teams to ensure customer satisfaction and platform stability.

To apply for the Technical Support Manager position at Motive, you should have at least 3 years of experience in technical support, strong analytical and problem-solving skills, and excellent communication abilities to engage with customers and cross-functional teams effectively.

The Technical Support Manager plays a critical role by collaborating with product development and engineering teams to address technical issues identified by customers, ensuring necessary product enhancements and bug fixes are implemented.

The culture at Motive is highly collaborative, innovative, and inclusive, with a strong emphasis on continuous improvement and customer satisfaction, making it an ideal environment for a Technical Support Manager to thrive and lead.

Technical Support Managers at Motive often face challenges such as diagnosing complex technical issues, maintaining effective documentation, and ensuring prompt resolutions while balancing mentoring and leadership responsibilities in a fast-paced environment.

Technical Support Managers at Motive have various opportunities for growth, including expanding their technical expertise, taking on more complex projects, and possibly transitioning into higher leadership roles within the organization.

Yes, Motive offers comprehensive training for new Technical Support Managers, ensuring they are equipped with the necessary knowledge about the products and support processes while enabling them to develop their skills in a supportive environment.

When troubleshooting a complex technical issue, I would start by thoroughly reviewing the case details and any previous attempts at resolution. I'll gather relevant logs or data, communicate effectively with the customer to understand the problem in depth, and collaborate with other specialized teams, if needed, for additional insights.

To effectively lead and mentor Technical Support Engineers, I would establish regular training sessions, encourage knowledge-sharing practices, provide constructive feedback through one-on-one evaluations, and create an open environment where team members feel comfortable asking questions and discussing technical challenges.

In my previous role, I identified a bottleneck in our ticket resolution process, leading to increased response times. I suggested implementing a new ticketing system that prioritized urgent issues and standardized documentation requirements, resulting in a measurable decrease in resolution time and improved customer satisfaction.

When dealing with conflict within a team, I believe it's essential to address the issue promptly and openly. I would facilitate a discussion between the conflicting parties to understand their perspectives and work together to find a resolution that fosters collaboration and maintains a positive team dynamic.

I prioritize creating clear, accurate, and user-friendly documentation. I also ensure it is consistently updated by encouraging team members to contribute insights from their experiences and implementing a regular review cycle to keep information relevant and accessible.

To ensure excellent customer service, I actively listen to customer needs, communicate with empathy, provide timely updates, and follow up after resolving issues, always striving to exceed their expectations and build lasting trust.

During peak support times, I focus on staying organized and prioritizing urgent requests. I also collaborate closely with team members to distribute the workload efficiently, maintaining clear communication to ensure customers receive prompt assistance.

I believe cross-functional collaboration starts with building strong relationships based on mutual respect. I would proactively initiate discussions with engineering and product teams, sharing insights from technical support that could inform product development and ensure seamless customer experiences.

In my previous roles, I participated in on-call rotations where I provided 24/7 support for critical issues. I found it essential to remain prepared by having comprehensive knowledge of the systems and protocols in place to resolve urgent requests effectively and quickly.

My primary motivation in a technical support role comes from helping customers overcome challenges. Knowing that my efforts directly impact their success and satisfaction drives me to perform at my best and continuously enhance my technical skills.