Lead Technical Support Engineer

Description:

Lead Technical Support Engineers (Mobile Experience) manage, track, diagnose, troubleshoot, and identify root causes for customers and document everything to preserve knowledge. They also train, educate, assist, and provide guidance to other employees within Mobile Pod, Support and across the company, as needed. An important aspect is to identify and alert the necessary stakeholders on larger issues and trends, and understanding the magnitude and scope of the issues before escalating directly to Engineering.

What You’ll Do

• Work closely with Engineering Teams and QA to resolve production issues.
• Resolve support issues related to Motive's Front-end/Mobile products.
• Investigate the source of errors/bugs using the data and tools available to us. Report inconsistencies and bugs to the engineering through Jira.
• Assess the impact and prevalence of issues by analyzing the data to determine root cause..
• Utilize tools developed by the engineering team to modify erroneous user/driver data for resolving technical support issues.
• Providing constructive feedback to Technical Support Engineers for training purposes and assisting with technical questions

What We’re Looking For

• 5+ years of experience in Customer Support, technical support, or software development, preferably customer-facing roles.
• Bachelor's Degree in Computer Science/Engineering or equivalent practical experience.
• Familiarity with the software development process and tools for a SAAS based product.
• Knowledge of SQL, JIRA, Salesforce.
• Able to work with on-call rotation.