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Senior Support Engineer (Buffalo, NY)



Customer Service
Buffalo, NY, USA
Posted on Wednesday, June 26, 2024

Who we are:

Motive empowers the people who run physical operations with tools to make their work safer, more productive, and more profitable. For the first time ever, safety, operations and finance teams can manage their drivers, vehicles, equipment, and fleet related spend in a single system. Combined with industry leading AI, the Motive platform gives you complete visibility and control, and significantly reduces manual workloads by automating and simplifying tasks.

Motive serves more than 120,000 customers – from Fortune 500 enterprises to small businesses – across a wide range of industries, including transportation and logistics, construction, energy, field service, manufacturing, agriculture, food and beverage, retail, and the public sector.

Visit gomotive.com to learn more.

About the Role:

As a Motive Senior Supportability Engineer, you will be a key member of the Supportability team. Both a technologist and a resourceful problem solver, you will possess a deep understanding of Hardware and Software fundamentals, Motive hardware, industry best practices, diverse types of hardware architectures, and high quality customer experience deploying technology solutions at an Enterprise scale.

What You'll Do:

  • Work with Product and Engineering to understand current Product / Feature Roadmap, and functionality at a Technical Level.
  • Design how a new product will be supported at the Support level.
  • Identify gaps in the Supportability of a product, suggest and implement necessary changes to improve quality.
  • Create new tools that are used to automate or identify issues
  • Ensure compatibility of our Products with various vehicles and use cases
  • Being the Technical Authority within Support on how a Product works and should be Supported.
  • Define the Warranty criteria that Support has in place for RMA of Hardware.

What We're Looking For:

  • 4-7 years of experience as a Supportability Engineer, Embedded Engineer, Networking Engineer or a similar technical role with a hardware company
  • Bachelor's Degree in Electrical, Embedded, Networking Engineer or IT Technical degree or Relevant Certification / Experience
  • Strong EE fundamentals, knowledgeable in digital design, timing, power, noise, signal integrity, DVFS, statistics
  • Expert proficiency with Computer Electronic Components
  • Expert proficiency with Windows, and Linux
  • Expert proficiency in Technical Customer Support
  • Expert in Atlassian Product suite (Jira, Confluence)
  • Very high standards of quality for Customer Service
  • MUST live in /near Buffalo (will be required to come into the office at least 1x a week)

Creating a diverse and inclusive workplace is one of Motive's core values. We are an equal opportunity employer and welcome people of different backgrounds, experiences, abilities and perspectives.

Please review our Candidate Privacy Notice here.

The applicant must be authorized to receive and access those commodities and technologies controlled under U.S. Export Administration Regulations. It is Motive's policy to require that employees be authorized to receive access to Motive products and technology.