Lead Support Engineer

📋 Description

• Assist TSEs with complex or unfamiliar issues when they are unable to identify the next
• Review TSE investigations and provide actionable coaching on issue framing, hypothesis development
• Build and improve TSE knowledge of Motive products, workflows, system behavior, known limitations
• Model structured troubleshooting and teach TSEs how to move from symptoms to evidence-based
• Help TSEs become self-sufficient by guiding them through investigations instead of taking ownership
• Coach TSEs determine whether an issue is caused by configuration, workflow, data, hardware

🎯 Requirements

• At least 2 years of experience operating at a Technical Lead, or equivalent senior technical
• Deep knowledge of Motive products or comparable experience supporting complex SaaS, hardware
• Demonstrated ability to coach technical professionals and explain complex product behavior in a
• Strong investigation skills using logs, SQL, APIs, DataDog, scripting, configuration analysis, and
• Experience diagnosing issues involving product workflows, data, hardware devices, firmware
• Ability to review an incomplete investigation, identify the missing evidence or reasoning, and

🎁 Benefits

• Creating a diverse and inclusive workplace is one of Motive's core values.
• Equal opportunity employer welcoming people of different backgrounds, experiences, abilities and
• Applicant must be authorized to receive and access U.S. Export Administration Regulations
• Potential non-compete covenant execution for US-based roles (with exceptions).