Remote Technical Lead - Tracking & Telematics

Description:

• The Lead Technical Support Engineer role is a senior subject matter expert responsible for providing complex technical support for a range of products and services.
• As an L4 support engineer, the Lead Technical Support Engineer is the go-to individual for troubleshooting complex issues or product-level bugs that cannot be resolved by Technical Support Engineers.
• This position involves managing, tracking, diagnosing, and troubleshooting high-level cases for Technical Support Engineers.
• The Lead Technical Support Engineer provides leadership to the technical support team, including mentoring, training, and coaching other technical support engineers.
• A key responsibility is to collaborate with engineering teams across the company, including product development, quality assurance, and Backend teams, to identify and address technical issues affecting customers.
• The role also includes driving continuous improvement in the technical support process by identifying and analyzing trends in customer issues and creating new support processes and procedures.
• Participation in on-call support rotations is required to provide 24/7 support to incoming escalations during business hours and after hours.

Requirements:

• A minimum of 3 years of experience in Technical Support or Customer Support is required.
• The candidate must respond to customer inquiries and issues in a timely and accurate manner via phone, email, or chat.
• Strong diagnostic and troubleshooting skills are necessary to identify root causes of technical issues and develop effective solutions.
• The ability to escalate issues to the appropriate team or personnel when they cannot be resolved at the Technical Support level is essential.
• Candidates must maintain detailed records of customer inquiries, issues, and solutions in a ticketing system or other databases.
• Collaboration with cross-functional teams, such as Tier 1 support, engineering, and product management, is required to resolve complex issues and improve customer support processes.
• The candidate should contribute to knowledge management by developing and updating knowledge base articles, FAQs, and other support materials.
• Excellent communication and problem-solving skills, technical knowledge, attention to detail, and the ability to work well in a team-oriented environment are necessary.

Benefits:

• The position offers the opportunity to work remotely from Pakistan.
• Employees are part of a diverse and inclusive workplace, as Motive values creating a welcoming environment for individuals of different backgrounds and experiences.
• The role provides a chance to develop leadership skills by mentoring and training other technical support engineers.
• Employees will have the opportunity to collaborate with various teams across the company, enhancing their professional growth and technical expertise.
• Participation in continuous improvement initiatives allows employees to contribute to the efficiency and effectiveness of technical support processes.