Technical Account Manager - Enterprise

About the role

Motive is seeking an experienced Technical Account Manager to join its Global Technical Support organization. The role combines proactive account stewardship with reactive technical issue resolution for strategic, enterprise, and mid‑market customers.

Key responsibilities

• Determine and implement technical solutions with minimal user disruption by collaborating with Product and Engineering teams.
• Investigate root causes of errors and bugs, using data and tools to trace inconsistencies and report findings to Engineering.
• Build and execute new SQL queries for emerging issues and share them across Technical Support.
• Serve as the primary technical point of contact for a portfolio of strategic and enterprise accounts.
• Own success metrics for the assigned book of accounts, orchestrating case resolution and delivering an unparalleled support experience.
• Take end‑to‑end ownership of customer issues, from initial troubleshooting to final resolution.
• Maintain strong relationships with technical contacts and ensure seamless experience during product releases.
• Participate in on‑call rotation and provide support outside normal working hours for upgrades and change management.

Required profile

• Minimum 2 years of experience in Technical Support or a comparable account‑ownership role.
• Excellent written and verbal communication skills across multiple channels.
• Proven ability to assess complex custom configurations and manage escalations.
• Strong analytical and problem‑solving capabilities in high‑pressure environments.
• Experience with hardware devices, firmware upgrades, and change‑management testing.
• Familiarity with third‑party integrations such as Transportation Management or Fleet Maintenance systems.
• Technical education in Computer Science, Engineering, or equivalent professional experience.

Required skills

• Python
• SQL
• APIs
• Data Dog
• Code review
• Hardware fault analysis
• Firmware upgrade procedures
• Change‑management processes
• Third‑party integration experience (e.g., TMS, fleet maintenance)