Senior Manager Technical Support Engineer

We are looking for an experienced Senior Manager of Technical Support Engineering to lead a significant portion of our Tier 2/Tier 3 Technical Support organization within Global Support. In this role you will own performance operating rhythm org design and execution across multiple teams and customer segments (e.g. SMB MMC ENT/STRAT) while building the systems leaders and cross-functional partnerships needed to scale.

You will lead managers senior individual contributors and/or specialized support functions across Technical Support Engineering and Technical Account Management. You will be responsible for driving organizational outcomes across CSAT SLA FCR backlog health escalation quality incident readiness and team effectiveness. This role requires a leader who can operate at multiple altitudes: close enough to the work to guide execution during critical customer moments and strategic enough to shape org structure processes tooling and cross-functional priorities for long-term impact.

You will serve as a senior partner to Product Engineering Sales Customer Success Support Ops and Workforce Management representing Technical Support in high-visibility forums and helping define how we scale support excellence as the business grows.

• Own performance staffing strategy and organizational health across multiple pods or business segments ensuring strong coverage models predictable execution and consistent delivery against SLAs and KPIs.
• Lead and develop a layer of managers and senior ICs building leadership capability succession depth and clear accountability across the organization.
• Set the operating cadence for your area through goal-setting business reviews inspection mechanisms and action plans tied to company and support priorities.
• Drive workforce planning for your organization in partnership with Workforce Management Recruiting and Finance including headcount planning hiring targets shift coverage capacity modeling and ramp assumptions.
• Partner with managers to ensure high-quality performance management coaching career development and retention across Technical Support Engineers and Technical Account Managers.
• Serve as the senior escalation leader for critical customer issues major incidents and strategic accounts ensuring the right staffing communication prioritization and executive visibility.
• Participate in and help shape the Technical Support leadership on-call model acting as a senior incident leader for P0/P1 events and ensuring high-quality incident reviews action tracking and operational follow-through.
• Own queue health and backlog strategy across your area identifying systemic risk early and driving structural fixes rather than one-off interventions.
• Build and evolve scalable operating mechanisms SOPs playbooks routing models escalation frameworks and quality standards that improve consistency speed and customer outcomes.
• Partner with Support Ops Enablement and Backline to identify trends across bugs product gaps process friction and training opportunities converting them into measurable improvement plans.
• Raise the bar on knowledge quality and operational rigor by establishing expectations for documentation runbooks reusable learnings and support readiness.
• Represent Support in cross-functional forums with Product Engineering CS and Sales clearly articulating customer impact operational risk and the support implications of business decisions.
• Act as a senior customer advocate ensuring we deeply understand customer pain points protect ARR at risk and close the loop on critical issues with urgency and accountability.
• Drive strategic projects that improve supportability efficiency tooling and customer experience across multiple teams not just within a single manager’s area.
• Influence product and engineering priorities by surfacing patterns from escalations incidents and support data and by ensuring Support has a strong voice in roadmap and release readiness discussions.
• Own executive-level reporting for your area including weekly monthly and quarterly business reviews; synthesize trends risks root causes and recommendations for Directors VPs and cross-functional leaders.
• Partner with Support Ops and BI teams to improve reporting infrastructure and metrics definitions across SFDC Tableau and related systems ensuring decisions are grounded in trusted data.
• Lead change management across your organization aligning leaders and stakeholders around new workflows tools and behavioral expectations and ensuring adoption sticks.
• Proactively identify where the organization will break as scale increases then design and implement the structures processes and leadership mechanisms needed ahead of that curve.
• Act as the directly responsible individual for large cross-functional programs aligning stakeholders on scope milestones dependencies risks and success criteria.

• Technical degree in Computer Science or Engineering preferred or equivalent practical experience. 
• 6+ years of experience leading technical teams in fast-paced high-volume support organizations including meaningful experience managing managers or leading through a management layer.
• Demonstrated success running larger support organizations across multiple teams business segments or functions with measurable impact on customer and operational outcomes.
• Proven experience handling complex escalations incidents and executive-facing customer situations with strong judgment and calm under pressure.
• Strong track record of building coaching and retaining high-performing managers senior ICs and future leaders.
• Ability to zoom in on operational details when needed and zoom out to drive organizational strategy structure and long-term scale.
• Deep command of support metrics and service operations including how to improve CSAT SLA attainment FCR backlog health escalation quality and incident response effectiveness.
• Experience translating support insights into cross-functional action with Product Engineering Customer Success Sales and Operations.
• Strong analytical and business review skills; able to turn dashboards and raw data into clear narratives decisions and action plans.
• Experience building and interpreting reporting in Salesforce Tableau Google Sheets or similar tools.
• Comfortable holding a high bar on performance giving direct feedback and making tough people decisions when needed.
• Excellent verbal and written communication; able to influence senior stakeholders and represent Support credibly in executive and cross-functional settings.
• Genuine passion for technical problem-solving root cause analysis and improving product reliability and supportability at scale.
• Strong program and change management skills with a track record of leading initiatives that required alignment across multiple teams.
• High ownership strong prioritization and the ability to manage competing demands in ambiguous fast-moving environments.
• Flexible to support critical escalations and incidents after hours as needed.

• Hands-on experience with Salesforce including case management reporting dashboards and workflow optimization.
• Experience with Tableau or similar BI tooling for operational reporting and trend analysis.
• Familiarity with Jira Confluence and knowledge management best practices.
• Experience in data-driven support strategy including segmentation cohort analysis and identifying leading indicators of customer risk.
• Prior experience in IoT telematics fleet management or related domains is a plus.

What We Do

Motive builds technology to improve the safety productivity and profitability of businesses that power the physical economy. The Motive Automated Operations Platform combines IoT hardware with AI-powered applications to automate vehicle and equipment tracking driver safety compliance maintenance spend management and more. Motive serves more than 120000 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. Visit gomotive.com to learn more.

Why Work With Us

We work hard with humility and we see our efforts rewarded in tangible ways every day. At Motive you’ll have the chance to make a difference for the drivers who keep our world moving. We trust each other to do great work because together we can achieve collective goals that reach beyond the physical economy.

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