About the Role:
As a Technical Support Engineer, you will be diagnosing and troubleshooting customers’ technical concerns related to our Public API. This role will be highly cross-functional, and you will work closely with Engineering, Professional Services, integration partners, and Product managers to derive a solution for our customers. This is a unique opportunity to get operationally hands-on at a fast-growing company.
What You'll Do:
- Communicate with customers about reported issues, escalated cases, and urgent inquiries to minimize customer churn
- Utilize tools developed by the engineering team to modify user/vehicle data for resolving support issues
- Perform data analysis to assess the impact and prevalence of issues using analytics tools like Grafana, DataDog, Redash, AWS Cloudwatch, and Pendo
- Determine how to resolve support issues by identifying changes needed in data, hardware, or processes, and applying them with minimal user disruption
- Determine root causes of errors/bugs using available data and tools, and report them to the Technical Leads
- Exceed customer expectations in terms of quality, timeliness, documentation, resolution, and overall customer experience
- In-depth knowledge of Motive products and features, with expertise in navigating the Motive Front End Dashboard and Backend Console
- Build trusting relationships with customers through open and interactive communication over the phone, chat, and emails
- Provide constructive feedback and write Knowledge-base articles to share knowledge and support other team members
What We're Looking For:
- 2-3 years of experience in Customer Support, Technical Support, or Software Development, preferably in customer-facing roles.
- Bachelor's Degree in Computer Science/Engineering (Software, Electrical, Electronics) or equivalent practical experience.
- Understanding of RESTful APIs, SQL, and OAuth 2.0.
- Intermediate-level expertise in any programming language (e.g., Python, C++, C#, Ruby).
- Familiarity with the software development process and understanding of tools for SAAS-based products.
- Proficient technical skills for analyzing crucial data points and ability to perform in-depth root cause analysis.
- Familiarity with hardware and firmware level troubleshooting.
- Share knowledge and mentor technical support engineers to foster a collaborative and high-performing team environment.
- Excellent written and verbal communication skills.
- Flexibility to participate in on-call rotation.
