Senior Technical Support Engineer
Core
Subject Matter Expert managing, tracking, diagnosing, and troubleshooting technical support cases for customers, while identifying trends and alerting stakeholders.
Role type
Senior Technical Support Engineer (Subject Matter Expert)
Builds
Resolves support issues via data modifications, process changes, and root cause analysis to minimize user disruption.
Domain
SaaS fleet management (Motive)
Deliverable
client delivery
Required skills
Root cause analysis, data analysis, RESTful APIs, SQL, OAuth 2.0, hardware/firmware troubleshooting, knowledge base creation
Preferred skills
Intermediate programming (Python, C++, C#, Ruby), mentoring, stakeholder communication
Technologies
Grafana, DataDog, Redash, AWS CloudWatch, Pendo, Motive Front End Dashboard, Motive Backend Console
Responsibilities
Communicate with customers about escalated cases and urgent inquiries; Utilize tools to modify user/vehicle data; Perform data analysis to assess issue impact; Determine and apply resolutions for support issues; Determine root causes of errors/bugs and report to Technical Leads; Write Knowledge-base articles to share knowledge.
Seniority
Junior to Mid-level (0-2 years experience)
