Technical Account Manager (Mid-Market and Commercial)

About the role

Motive, a fleet management platform serving nearly 100,000 customers, is looking for an experienced Technical Account Manager (TAM) for its Global Technical Support organization. The role provides white-glove service, technical support and executive-level communications to customers, combining relationship building with issue resolution. The day focuses on a proactive review of a book of accounts and reactive work on escalated cases, issue escalation, training recommendations and status updates.

Key responsibilities

• Determine how to resolve technical issues by collaborating with Product and Engineering teams, with minimal user disruption.
• Investigate and report the root cause of errors and bugs to Engineering.
• Build and run SQL queries for emerging issues and to identify problem areas in the book of accounts.
• Act as the primary technical point of contact for strategic, enterprise and mid-market accounts and own the success metrics of the book of accounts.
• Take end-to-end ownership of customer issues, from troubleshooting to resolution, and meet customer expectations on response quality and timeliness.
• Build strong relationships with technical contacts at assigned customers and proactively gather updates on upcoming releases.
• Ensure account documentation is created, followed and improved, and participate in the on-call rotation outside normal hours.

Required profile

• Minimum 2 years of experience in technical support or equivalent account ownership/support structure.
• Excellent customer communication skills in writing, live chat, conference calls and in person.
• Experience assessing complex custom configurations, handling escalations and relaying concise updates to stakeholders.
• Strong analytical and problem-solving skills in high-pressure environments.
• Technical education, preferably Computer Science or Engineering, or equivalent professional experience.

Required skills

• Hardware devices, firmware upgrades, change management and related testing.
• Third-party integrations such as Transportation Management or Fleet Maintenance systems.
• Advanced troubleshooting using APIs, Python, Data Dog, SQL and code review.
• Deep hardware fault analysis and root cause analysis.