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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in coaching technical professionals and resolving complex technical issues while fostering self-sufficiency among team members. Proficient in creating documentation and troubleshooting guides to enhance team capabilities and improve investigation processes.
Highest-signal resume keywords
Technical Lead ExperienceCoaching Technical ProfessionalsStrong Investigation SkillsSQL ProficiencySaaS Product Knowledge
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
TroubleshootingTechnical DocumentationConfiguration AnalysisData AnalysisScriptingLog AnalysisAPIsBackline Escalation ManagementEvidence GatheringProduct Workflow Diagnosis
Soft Skills
Written CommunicationVerbal CommunicationCollaborationCoachingProblem-Solving
Tools & Technologies
DataDogSQLTechnical FAQsDiagnostic ChecklistsKnowledge-Base Content
Industry Keywords
SaaSHardwareFleet ManagementLogisticsComplianceSafetyAsset Management
Tech Stack
Tools & technologiesSQL
About the role
Key responsibilities & impact- Assist TSEs with complex or unfamiliar issues and identify troubleshooting steps or resolution paths
- Review TSE investigations and provide actionable coaching on issue framing, hypotheses, evidence gathering, testing, and documentation
- Build and improve TSE knowledge of products, workflows, system behavior, limitations, hardware, integrations, and failure modes
- Model structured troubleshooting and teach evidence-based investigation
- Guide TSEs toward self-sufficiency rather than taking ownership of every issue
- Coach TSEs to determine whether issues involve configuration, workflow, data, hardware, firmware, integrations, expected behavior, or defects
- Review and improve Backline escalations, ensuring clear reproduction steps, scope, impact, evidence, completed troubleshooting, and a specific task
- Coordinate with Backline on technical clarification and explain findings, resolutions, and root causes to TSEs
- Create and maintain troubleshooting guides, known-issue documentation, diagnostic checklists, technical FAQs, and reusable SQL queries or scripts
- Identify recurring blockers and investigation mistakes, then deliver targeted coaching, examples, practice cases, and follow-up validation
- Share patterns and documentation gaps with Sr TLs for broader enablement plans and knowledge-base priorities
- Maintain records of coaching themes and technical gaps to measure TSE capability improvement
- Partner with other TLKs to calibrate coaching approaches and maintain consistent technical guidance across teams and regions
Requirements
What you’ll need- At least 2 years of experience operating at a Technical Lead, or equivalent senior technical support level
- Strong record of solving complex technical issues and helping other engineers improve
- Deep knowledge of Motive products or comparable experience supporting complex SaaS, hardware, fleet, logistics, compliance, safety, or asset-management platforms
- Demonstrated ability to coach technical professionals and explain complex product behavior clearly and practically
- Strong investigation skills using logs, SQL, APIs, DataDog, scripting, configuration analysis, and technical documentation
- Experience diagnosing issues involving product workflows, data, hardware devices, firmware, integrations, and third-party systems
- Ability to review incomplete investigations, identify missing evidence or reasoning, and guide TSEs toward the next correct step
- Strong understanding of complete, actionable, and technically credible Backline escalations
- Ability to balance immediate assistance with long-term capability building
- Strong written and verbal communication skills for internal coaching, documentation, calibration, and technical discussions with Backline
- Technical background in Computer Science, Engineering, or equivalent practical experience
- Fluency in spoken and written English
- Ability to work collaboratively across a global Technical Support organization
- Permanent employment status with no active warnings or Performance Improvement Plan, consistent with internal eligibility requirements
- Ability to produce product documentation, troubleshooting guidance, queries, and knowledge-base content actively used by TSEs
- Ability to demonstrate sustained behavior change resulting from coaching
Benefits
Comp & perks- Equal opportunity employer committed to a diverse and inclusive workplace
- Some interviews or new-hire training sessions may be held in person at one of Motive's global offices