Backline Support Engineer
Motive
full-time
Posted on:
Location Type: Remote
Location: Pakistan
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About the role
- Advanced Troubleshooting and Technical Resolution: The primary responsibility of the Backline Support Team is to handle escalated cases that require high-level expertise, including advanced troubleshooting techniques and problem resolution.
- Cross-Domain Expertise: The team will maintain an in-depth understanding of all product areas, such as Driver Safety, Fleet Management, Equipment Monitoring, and Spend Management.
- Process Optimization: This team will streamline workflows between engineering, product, and technical support teams.
- Collaboration with Engineering: The backline support engineers will collaborate directly with engineering to provide solutions when internal teams lack technical expertise.
Requirements
- Advanced Troubleshooting: Ability to solve complex issues that cannot be resolved by frontline support.
- System Architecture Understanding: Deep knowledge of system architecture to trace issues across different components (databases, APIs, microservices).
- API Troubleshooting: Expertise in analyzing and troubleshooting API calls and integrations.
- Log Analysis: Experience in using log aggregation tools like Datadog for troubleshooting.
- Cloud Infrastructure: Familiarity with cloud services (AWS, Azure, GCP) and how they impact application performance.
- Databases: Strong SQL knowledge to query databases and analyze data anomalies.
- Version Control Systems: Experience with Git and version control workflows.
- Customer-Facing Communication: Clear and concise communication with customers about troubleshooting progress and resolutions.
- Problem-Solving Mindset: Ability to quickly identify issues and propose practical solutions.
- Knowledge of Motive Products: In-depth knowledge of Motive’s product suite, including Fleet Management, Driver Safety, Equipment Monitoring, and Spend Management, to understand the full scope of customer issues.
- Knowledge Base Articles: Proactively create and update internal and customer-facing knowledge base articles to improve issue resolution efficiency.
- Monitoring Datadog Dashboards: Actively monitor Datadog dashboards to identify anomalies related to Motive products, such as fleet status, driver behavior, equipment health, and spend reports, to proactively address potential system issues before they impact customers.
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 & Tools
advanced troubleshootingsystem architectureAPI troubleshootinglog analysiscloud infrastructureSQLversion control systemsproblem-solving
Soft Skills
customer-facing communicationcollaboration