Senior Backline Support Engineer

About the role

Motive, a fleet management platform serving nearly 100,000 customers, is looking for a Senior Backline Support Engineer to resolve complex technical issues and improve the support experience for its customers. You will own escalated cases, investigate root causes, identify product and process gaps, and give technical guidance to frontline support teams. The role reports to Rafay Maqsood, Manager, Technical Support Engineering.

Key responsibilities

• Own complex escalations from frontline support through investigation, resolution and clear communication.
• Diagnose software, hardware, integration and data-related issues using logs, analytics, APIs, SQL and internal tools.
• Identify root causes, assess customer impact and document actionable findings for Engineering and Product teams.
• Create and maintain bug reports, technical documentation, knowledge base content and troubleshooting guides.
• Provide technical guidance, coaching and constructive feedback to support engineers and adjacent teams.
• Communicate with customers during urgent or high-impact issues to drive timely resolution.

Required profile

• 4+ years of experience in technical support, customer support engineering, software development or a related field.
• Experience diagnosing complex issues across web applications, mobile applications, hardware, integrations or data systems.
• Strong analytical and problem-solving skills, able to identify root causes and drive issues to resolution.
• Excellent spoken and written English, able to explain technical concepts to technical and non-technical audiences.

Required skills

• APIs and SQL
• Software troubleshooting and technical debugging
• Jira, Salesforce, Looker, Confluence or comparable support and analytics platforms