Senior Technical Support Engineer

About the Role:

As a Technical Support Engineer, you will be diagnosing and troubleshooting customers’ technical concerns related to our Public API. This role will be highly cross-functional, and you will work closely with Engineering, Professional Services, and Products to derive a solution for our customers. This is a unique opportunity to get operationally hands-on at a fast-growing company.

What You'll Do:

• Determine the root cause of errors/bugs. We will use the data and tools we have to trace the origin of data inconsistencies and bugs and report them to engineering.
• Perform data analysis to determine the impact/prevalence of issues -- use analytics tools like DataDog & Redash.
• The Subject Matter expert will be responsible for attending Developer meeting sessions to assist developers with API-related concerns.
• The Support Engineer will also be responsible for assisting and providing guidance to other employees within Support and across the company.
• In-depth knowledge of Motive products and features, with expertise in navigating the Motive Front End Dashboard and Backend Console.
• Communicate with customers via phone on their urgent inquiries and issues that need urgent attention

What We're Looking For:

• Minimum of 2-3 years of work experience as a Technical Support Engineer or related field.
• Experience in a customer-facing role, specifically in L2 or L3 support.
• Bachelor’s degree in Computer Science or equivalent work experience in a Developer role.
• Understanding of RESTful APIs, SQL, and OAuth 2.0.
• Intermediate-level expertise in any programming language (e.g., Python, C++, C#, Ruby).
• Excellent written and verbal communication skills.
• Strong soft skills and ability to work in a professional environment.
• Team player with the ability to collaborate across departments.
• Taking end-to-end ownership of customer issues, including initial troubleshooting, identification of root causes, and issue resolution.
• Work closely with the Product and Engineering teams to relay customer insights and advocate for necessary changes or features.
• Provide Email and Chat Support to customers needing help with their API Integrations.
• Take end-to-end ownership of customer issues, including initial troubleshooting, root cause identification, and issue resolution.
• Determine the root cause of errors and bugs by using available data and tools to trace the origin of data inconsistencies and report findings to Engineering.
• Perform data analysis to assess the impact and prevalence of issues using analytics tools like DataDog, Redash, AWS Cloudwatch, and Pendo.
• Develop and maintain comprehensive documentation for troubleshooting processes, solutions, and best practices.
• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal stakeholders.
• Act as a Subject Matter Expert by attending Developer meeting sessions to assist with API-related concerns.
• Participate in training and development opportunities to stay current with industry trends and new technologies.
• Share knowledge and mentor technical support engineers to foster a collaborative and high-performing team environment.