Technical Support Engineer

Description:

Technical Support Engineers (Fleet Experience) manage, track, diagnose, troubleshoot, and identify root causes for customers in Technical Support. They also train, educate, assist, and provide guidance to other employees within 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 Technical Lead/Engineering.

What You'll Do
 

• Exceed customer expectations in terms of quality, timeliness, documentation, resolution, and customer experience.
• Resolve support issues related to Motive's products.
• Investigate the source of errors/bugs using the data and tools available to us. Report inconsistencies and bugs to the Technical Lead/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 Tier 1 agents for training purposes and assisting with technical questions
• Build trusting relationships with customers by communicating openly and interactively over phone chat and emails.
   

What We're Looking For
 

• 2 -3 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.