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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in technical support and account management, with a strong focus on customer communication, problem-solving, and analytical skills. Proficient in SQL, hardware troubleshooting, and managing complex technical issues while ensuring customer satisfaction.
Highest-signal resume keywords
Technical Support ExperienceSQL Query BuildingCustomer Communication SkillsAnalytical Problem-SolvingHardware Fault Analysis
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
SQLAPIsPythonDataDogTechnical SupportRoot Cause AnalysisChange ManagementFirmware UpgradesThird-Party IntegrationsCustom Configurations
Soft Skills
Customer CommunicationProblem-SolvingMotivation to LearnRelationship BuildingStakeholder Updates
Certifications & Qualifications
Computer Science DegreeEngineering Qualifications
Industry Keywords
Technical SupportAccount ManagementEscalated CasesField-Failure PreventionUsabilityCustomer WorkflowsOn-Call RotationSupport ActivitiesExecutive-Level CommunicationsData Inconsistencies
Tech Stack
Tools & technologiesPythonSQL
About the role
Key responsibilities & impact- Provide white-glove service, technical support, and executive-level communications to customers
- Proactively review a book of accounts
- Resolve escalated technical support cases, conduct issue escalation, recommend training, and communicate procedural and status updates
- Determine technical issue resolutions involving underlying data, hardware, or processes while minimizing user disruption
- Investigate errors and bugs, determine root causes, trace data inconsistencies, and report issues to Engineering
- Build and execute SQL queries for emerging issues and account problem identification
- Serve as the primary technical point of contact for Strategic, Enterprise, and Mid-Market accounts
- Own account success metrics and orchestrate end-to-end case resolution
- Build and maintain relationships with customers' technical contacts
- Gather updates on upcoming releases to ensure seamless customer experiences
- Oversee Support activities for assigned accounts at a macro level
- Create, follow, and improve account documentation
- Participate in an on-call rotation and facilitate customer upgrades and change management outside normal working hours
- Collaborate with Product, Engineering, and other teams on product requirements, enhancements, process improvements, and industry best practices
Requirements
What you’ll need- Minimum 2 years of experience in Technical Support or equivalent account ownership/Support structure
- Excellent customer communication skills in written, live chat, conference call, and in-person formats
- Experience assessing bespoke and deeply complex custom configurations affecting usability and customer workflows
- Experience addressing customer escalations and relaying concise, efficient stakeholder updates
- Strong analytical and problem-solving skills; ability to manage critical and complex issues in high-pressure environments
- Experience with hardware devices, firmware upgrades, change management, and related testing practices
- Experience with third-party integrations such as Transportation Management or Fleet Maintenance systems
- Familiarity with advanced troubleshooting using APIs, Python, DataDog, SQL, and code review
- Deep hardware fault analysis skills, trend identification, field-failure prevention, and root cause analysis
- Technical educational background; Computer Science or Engineering qualifications or equivalent professional experience preferred
- Motivated to learn and go above and beyond
- Applicant must be authorized to receive and access commodities and technologies controlled under U.S. Export Administration Regulations
- Availability for on-call rotation and outside-normal-hours customer upgrades and change management
Benefits
Comp & perks- Some interviews or new-hire training sessions may be held in person at one of Motive's global offices
- Equal opportunity employer committed to a diverse and inclusive workplace