Motive

Technical Account Manager

Motive

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇵🇰 Pakistan

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Job Level

Junior

Tech Stack

PythonSQL

About the role

  • In this role, you will be adept at both building relationships and resolving issues at all levels within Technical Support.
  • Determine how to resolve technical issues -- what changes need to be made to underlying data/hardware/process and how to apply them with minimal user disruption by collaborating with Product and Engineering teams.
  • Investigate and determine root cause of errors/bugs -- use the data and tools to trace the origin of data inconsistencies and bugs and report them to Senior TAMs/Backline Support Engineering/Engineering.
  • Build new SQL based queries for emerging issues to be used by the teams across Technical Support.
  • Be the primary technical point of contact for a group of Motive’s Strategic/Enterprise/Mid Market Accounts.
  • Own or orchestrate the resolution of cases, help build strong partnerships, and provide an unparalleled support experience for assigned or escalated customers.
  • Take end-to-end ownership of assigned customer issues, including initial troubleshooting, identification of root cause, and issue resolution.
  • Meet or exceed customer expectations on response quality, timeliness, and overall customer experience.
  • Build, foster and maintain strong relationships with technical contacts at assigned customers.
  • Proactively gather updates on upcoming releases to ensure a seamless customer experience.
  • Understanding the core business of the assigned accounts & overseeing all Support activities on a macro level, at all levels of Support.
  • Ensuring specific account documentations are created, followed and improved.
  • Participate in on-call rotation; be available outside of normal working hours to facilitate customer upgrades and change management practices.

Requirements

  • Minimum 1 year of experience in Technical Support
  • Excellent customer communication skills in a variety of forms (written, live chat, conference calls, in-person).
  • Experience assessment of bespoke and deeply complex custom configurations that impact usability and customer workflows.
  • Experience with addressing customer escalations and relaying concise but efficient updates to the stakeholders.
  • Strong analytical and problem-solving skills with the ability to manage critical and complex issues in high-pressure environments
  • Strong knowledge of Motive’s Products with a concentration on Compliance, Asset and/or Safety.
  • Excellent troubleshooting skills leveraging log parsing, SQL, scripting languages, and code review where needed.
  • Experience with hardware devices, firmware upgrades, change management and related testing practices.
  • Experience with Third Party integrations such as Transportation Management or Fleet Maintenance systems.
  • Familiarity with advanced troubleshooting techniques that utilize APIs, Python, Data Dog, SQL etc.
  • Deep hardware fault analysis skills; identify trends and prevent field failures – Root Cause Analysis.
  • Technical background with preferred qualifications of Computer Science or Engineering is a must.
  • Motivated individuals with eagerness to learn and go above and beyond.
  • Minimum 1 year tenure in Technical Support
  • Permanent Employment status
  • No active Warnings & Performance Improvement Plan
  • Fluent in spoken and written English.
  • Team player and can work in a professional environment.
  • Expertise with APIs – bonus skillset.
  • Should be an exceptional performer.
  • On-Call rotation flexibility.
Benefits
  • 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.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
SQLlog parsingscripting languagescode reviewhardware fault analysisroot cause analysischange managementtroubleshootingAPIsPython
Soft skills
customer communicationanalytical skillsproblem-solvingrelationship buildingteam playermotivationflexibilityprofessionalismeagerness to learnability to manage critical issues
Certifications
Computer Science degreeEngineering degree