Job Description
Who we are:Â
Motive builds technology to improve the safety, productivity, and profitability of businesses that power the physical economy. Motive combines IoT hardware with AI-powered applications to connect and automate physical operations. Motive is one of the fastest-growing software companies in the world, serving more than 120,000 businesses, across a wide range of industries including trucking and logistics, construction, oil and gas, food and beverage, field service, agriculture, passenger transit, and delivery.
Motive is built on four foundational attributes; Own It, Less but Better, Build Trust, and Unlock Potential. This has taken our company to great heights, including being recognized by Fortune for Best Workplaces, Forbes Best Startup Employers, and Comparably for our Best Global Culture, Sales Team, Leadership Team, Career Growth, and CEO for Diversity. We’re proud to receive an employee net promoter score of 63 (according to Comparably) which places Motive in the top 5% of companies with 4,000 employees or more.Â
Today, our team is made up of more than 4,000 employees, located across the world, providing support to a wide range of customers. While most of our employees are remote, many have the opportunity to work on-site at any of our 8 global office locations. Visit our careers website to learn more about opportunities at Motive.Â
The Customer-Centric Engineer (CCE) is a technical customer support engineer that leads the product support methodologies, enabling support to efficiently but thoroughly handle issues. Manages, tracks, and resolves cases relating to our Hardware products. Leading Motive Technical Support from the CCE level.They must be a thorough troubleshooter with a passion for Customer Service. An important aspect is to identify and alert the necessary stakeholders on new bugs and issue trends. Collaborating with Product, and Engineering on support tooling, and SOPs for handling new Features and Product releases.
***We are ideally looking for candidates that live in Buffalo, NY or San Francisco, CA (Bay Area).***
What You’ll Do:Â
- Lead Tier 3 Product Support as a Senior representative, focusing on long-term vision and success of Support.Â
- Conduct Fleet audits for Motive’s products like Dashcam, Vehicle gateway and Asset gateway.
- Take end-to-end ownership of customer issues, including initial troubleshooting, identification of root cause, and issue resolution.
- Serve as an internal and external point of contact on customer matters and ensure customer issues are resolved as expediently as possible.
- Collect information and document bugs with Engineering for product issues that are impacting customers.
- Build process or troubleshooting documentation in the support knowledge base
- Drive resolution of technical escalations, including identification of root cause and issue resolution
- Collect information and document bugs with Engineering for product issues that are impacting customersBuild a strong working relationship and processes with Key Stakeholders in other departments (Eng, Product, ETC.)
- Provide white-glove service in the most sensitive situations, up to and including on-site customer visits.
- 3+ years in a customer-facing Technical Support role
- BA/BS/MS in Computer Science, Management Information Systems or equivalent work experience
- Proficient with Embedded Technologies at an Engineering level
- Experience with addressing customer escalations and relaying concise and audience digestible updates to executive stakeholders
- Must be a people person, with thorough troubleshooting skills
- Knowledge of Redash, AWS, SQL & Snowflake is a plus
- Mechanical knowledge and troubleshooting of vehicles a plus
- Willing to travel up to 25% of the time, when required
- Participate in 24/7 on-call scheduled rotation as needed
Creating a diverse and inclusive workplace is one of Motive's core values. We are an equal opportunity employer and welcome people of different backgrounds, experiences, abilities and perspectives.Â
Please review our Candidate Privacy Notice here.
The applicant must be authorized to receive and access those commodities and technologies controlled under U.S. Export Administration Regulations. It is Motive's policy to require that employees be authorized to receive access to Motive products and technology.Â
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Date Posted
10/20/2022
Views
15
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