senior technical support engineer

Avalara

<div>What You'll Do:
<p><b>
Job Summary</b></p><ul><li>
The Technical Support Engineer acts as the SME for AvaTax &amp; Connectors, providing deep technical support to customers and our teams.</li><li>
Respond to customer emails, troubleshoot with engineers, and contribute in engineering/product meetings to lead resolutions.</li><li>
You will report to Manager, Product Support.</li><li>
Schedule: US business hours with evening/night shifts across time zones.</li></ul><br>
<p></p>
What Your Responsibilities Will Be:
<p><b>
Key Responsibilities</b></p><ul><li>
Own Tier-2 AvaTax &amp; Connector cases end-to-end&mdash;diagnose, resolve, prevent recurrence.</li><li>
Troubleshoot across NetSuite, D365, SAP, Oracle, Salesforce, Shopify, and Workday.</li><li>
Manage customer relationships and act as their advocate.</li><li>
Perform RCA and deliver proactive, data-driven fixes; monitor environments to meet SLA/CSAT.</li><li>
Use Salesforce for case management and workload insights.</li><li>
Leverage APIs (Postman), SQL/data analysis for reproduction and resolution.</li><li>
Partner with Tier 1/2, QA, and engineering; improve processes and deliver training.</li><li>
Validate bugs in test, track in Jira, and author clear docs/knowledge-base.</li><li>
Maintain compliance and drive continuous improvement; take on stretch responsibilities.</li></ul>
What You'll Need to be Successful:
<p><b>
Required Skills and Qualifications</b></p><ul><li>
4+ years supporting enterprise SaaS, resolving complex technical issues.</li><li>
2+ years recent experience handling international customers via phone and virtual meetings.</li><li>
Strong problem-solver; and adept at challenging situations.</li><li>
Clear communicator who can explain technical topics to all skill levels.</li><li>
Collaborative, cross-; experienced across voice, chat, and web support.</li></ul><p><b>
Preferred Qualifications</b></p><ul><li>
Familiarity with XML, APIs, and databases.</li><li>
Knowledge of US Sales Tax (VAT &amp; Use Tax) and ERP domains.</li><li>
Experience with product-based or SaaS companies.</li><li>
Abilities and proficiency with Salesforce and Atlassian Jira.</li><li><i>
Good to Have</i> : Contribution to building AI-enabled self-service solutions such as chatbots, intelligent knowledge bases, and automated case routing.</li><li>
S/he must be willing to work with rotational shifts#LI-Onsite</li></ul>
Avalara is an AI-first Company:
<div><b>
Avalara is an AI-first company</b>.<br>
AI is embedded in our workflows, decision-making, and products. Success here requires embracing AI as an essential capability.</div><ul><li><div>
You&rsquo;ll bring experience using AI and AI-related technologies, ready to thrive here.</div></li><li><div>
You&rsquo;ll apply AI every day to business challenges - improving efficiency, contributing solutions, and driving results for your team, our company, and our customers.</div></li><li><div>
You&rsquo;ll grow with AI by staying curious about new trends and best practices, and by sharing what you learn so others can benefit too.</div></li></ul>
How We'll Take Care of You:
<p>
Total Rewards</p><p>
In addition to a great compensation package, paid time off, and paid parental leave, many Avalara employees are eligible for bonuses.</p><div></div><div><br>
Health &amp; Wellness<br>
Benefits vary by location but generally include private medical, life, and disability insurance.</div><div></div><div><br>
Inclusive culture and diversity<br>
Avalara strongly supports diversity, equity, and inclusion, and is committed to integrating them into our business practices and our organizational culture. We also have a total of 8 employee-run resource groups, each with senior leadership and exec sponsorship.</div><br>
<div></div>
What You Need To Know About Avalara:
<div>
We&rsquo;re defining the relationship between tax and tech.</div><div></div><div><br>
We&rsquo;ve already built an industry-leading cloud compliance platform, processing over 54 billion customer API calls and over 6.6 million tax returns a year. Our growth is real - we're a billion dollar business - and we&rsquo;re not slowing down until we&rsquo;ve achieved our mission - to be part of every transaction in the world.</div><div></div><div><br>
We&rsquo;re bright, innovative, and disruptive, like the orange we love to wear. It captures our quirky spirit and optimistic mindset. It shows off the culture we&rsquo;ve designed, that empowers our people to win. We&rsquo;ve been different from day one. Join us, and your career will be too.</div><div></div><div><b><br>
We&rsquo;re An Equal Opportunity Employer</b></div><div>
Supporting diversity and inclusion is a cornerstone of our company &mdash; we don&rsquo;t want people to fit into our culture, but to enrich it. All qualified candidates will receive consideration for employment without regard to race, color, creed, religion, age, gender, national orientation, disability, sexual orientation, US Veteran status, or any other factor protected by law. If you require any reasonable adjustments during the recruitment process, please let us know.</div></div>

Senior Technical Support Engineer

Informatica

<div><h2 class="jobSectionHeader"><b>Build Your Career at Informatica</b></h2>
<p>We seek innovative thinkers who believe in the power of data to drive meaningful change. At Informatica, we welcome adventurous, work-from-anywhere minds eager to solve the world's most complex challenges. Our employees are empowered to push their bold ideas forward, and we are united by a shared passion for using data to do the extraordinary for each other and the world.</p>
<h2 class="jobSectionHeader"><b>Senior Technical Support. Dubai</b></h2>
<p>We're looking for an Senior Technical Support candidate, to join our team in Dubai, United Arab Emirates. This is hybrid work schedule.</p>
<p>You will report to the Manager, Customer Support.</p>
<p>You will troubleshoot and resolve complex issues with Informatica products, report bugs to R&amp;D, and support customer installations and training for technical users.</p>
<h2 class="jobSectionHeader"><b>Your Role Responsibilities? Here's What You'll Do</b></h2>
<ul><li>Provide best in class technical support to customers, partners, and internal teams.</li>
<li>Managing customer issues and escalations within our SalesForce CRM system</li>
<li>Manage the technical support lifecycle all the way to successful resolution by analysing and reproducing problems and managing customer expectations throughout.</li>
<li>Work with regional partners on proactive support, enablement, and guidance.</li>
<li>Follow up on actions in a timely manner.</li>
<li>Coordinate with other teams to identify, report and speed up resolutions of product defects and anticipate and pre-emptively deflect escalations or at-risk customer situations.</li>
</ul><h2 class="jobSectionHeader"><b>What We'd Like to See</b></h2>
<ul><li>Passionate about exceptional customer success</li>
<li>Analytical, troubleshooting, and problem-solving skills</li>
<li>Proficient in Java with proven programming experience</li>
<li>Experience debugging Java or other OOP languages</li>
<li>Solid understanding of relational databases, especially Oracle and MS SQL Server</li>
<li>Familiar with Windows and Linux (Red Hat, SuSE) operating systems</li>
<li>Knowledge of Cloud platforms like Azure, AWS, or GCP</li>
<li>Experience with Open API Specification (Swagger) and web services (REST, SOAP)</li>
<li>Some network troubleshooting experience</li>
<li>Excellent English language skills, fluency in Arabic is desirable</li>
</ul><h2 class="jobSectionHeader"><b>Role Essentials</b></h2>
<ul><li>Minimum 5+ years of industry experience in supporting mission-critical software components; exposure to cloud native applications/architecture is a strong plus</li>
</ul><ul><li>BA/BS or equivalent educational background, we will consider an equivalent combination of relevant education and experience</li>
</ul><ul><li>Minimum 5+ years of relevant professional experience</li>
</ul><h2 class="jobSectionHeader"><b>Perks &amp; Benefits</b></h2>
<ul><li>Comprehensive health, vision, and wellness benefits (Paid parental leave, adoption benefits, life insurance, disability insurance and 401k plan or international pension/retirement plans</li>
<li>Flexible time-off policy and hybrid working practices</li>
<li>Equity opportunities and an employee stock purchase program (ESPP)</li>
<li>Comprehensive Mental Health and Employee Assistance Program (EAP) benefit</li>
</ul><p>Our DATA values are our north star and we are passionate about building and delivering solutions that accelerate data innovations. At Informatica, our employees are our greatest competitive advantage. So, if your experience aligns but doesn't exactly match every qualification, apply anyway. You may be exactly who we need to fuel our future with innovative ideas and a thriving culture.</p>
<p>Informatica (NYSE: INFA), a leader in enterprise AI-powered cloud data management, brings data and AI to life by empowering businesses to realize the transformative power of their most critical assets. We pioneered the Informatica Intelligent Data Management Cloud&trade; that manages data across any multi-cloud, hybrid system, democratizing data to advance business strategies. Customers in approximately 100 countries and more than 80 of the Fortune 100 rely on Informatica. www.informatica.com. Connect with LinkedIn, X, and Facebook. <b>Informatica. Where data and AI come to life.&trade;</b></p></div>

Lucy Electric

<div>
 Internal Job Title:
 <strong>
  Senior Technical Support Engineer
  <br/>
  <br/>
 </strong>
 Business:
 <strong>
  Lucy MENA Regional Head Quarters
  <br/>
  <br/>
 </strong>
 Location:
 <strong>
  Riyadh, Dammam, Travel
  <br/>
  <br/>
 </strong>
 Job Reference No:
 <strong>
  3841
  <br/>
  <br/>
 </strong>
 <strong>
  Job Purpose
  <br/>
  <br/>
 </strong>
 The role is responsible for providing comprehensive technical and application support to customers and internal teams globally, ensuring alignment with business goals and customer needs. This role combines expertise in technical support, training, and development to optimize product implementation, compliance, and customer satisfaction. It involves designing and delivering tailored solutions that integrate switchgear, automation, and third-party devices, while fostering continuous improvement through innovative application strategies and adherence to industry trends. The role also evaluates, develops, and manages technical training programs to enhance organizational and individual capabilities, ensuring cost-effectiveness and alignment with business objectives.
 <br/>
 <br/>
 <strong>
  Key Accountabilities:
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Global On-site Customer Support: Deliver end-to-end technical support for installation, operation, and automation of systems at customer locations worldwide, ensuring optimal performance and customer satisfaction.
  </li>
  <li>
   Internal Technical Support: Provide expert-level technical assistance to sales, engineering, and production teams across all Lucy Electric business units, fostering cross-functional collaboration and operational excellence. Provide new application solution with new technology trends to maintain compliance with customer specification in Smart solutions.
  </li>
  <li>
   Innovative Application Solutions: Develop and implement advanced application solutions leveraging emerging technologies to meet evolving customer specifications and drive compliance in smart solutions.
  </li>
  <li>
   Technical Training Program Design: Strategically design, develop, and expand training and development programs and material, tailored to organizational, individual, and customer requirements to build capabilities and enhance performance.
  </li>
  <li>
   Customer Product Approvals: Facilitate product approval processes with customers by aligning technical documentation, demonstrations, and applications with their specific standards and regulatory requirements.
  </li>
  <li>
   Integrated Product Solutions: Deliver holistic customer solutions by seamlessly integrating switchgear, automation systems, and third-party devices, creating unified and efficient application architectures. Working in a team to produce programmes that are satisfactory to all relevant parties in an organisation, such as line managers, accountants and senior managers at board level.
  </li>
  <li>
   Customer Specification Alignment: Provide deep technical insights into customer specifications and translate them into practical, real-world applications aligned with product capabilities and industry standards.
  </li>
  <li>
   Cross-functional Collaboration: Work collaboratively across teams to design and deliver programs that align with the needs of stakeholders, including line managers, finance teams, and executive leadership.
  </li>
  <li>
   Budget and ROI Management: Evaluate and manage the cost-efficiency of planned programs, ensuring alignment with business unit budgets and demonstrating measurable returns on investment.
  </li>
  <li>
   Problem-solving Support: Collaborate with internal and external stakeholders to address specific training challenges, providing tailored solutions to enhance learning outcomes.
  </li>
  <li>
   Industry Trend Awareness: Stay current with industry advancements, training methodologies, and emerging technologies through continuous professional development, networking, and research.
  </li>
  <li>
   Solution Innovation and Research: Explore and implement cutting-edge methodologies and solutions to optimize product application strategies, ensuring relevance and competitive advantage in the market.
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Dimensions:
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   This role will be based in Dammam but will be available to travel in the region as/when required.
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Secondary Activities / Tasks
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   To undertake any other duties and responsibilities as required / instructed in order to maintain and / or improve the efficiency, quality and service provided by Lucy Electric
  </li>
  <li>
   Health &amp; Safety &ndash; adherence to all Company Health &amp; Safety Policies, Procedures and Safe Working Practices.
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Experience Knowledge &amp; Skills
  <br/>
  <br/>
 </strong>
 <strong>
  Functional Competencies
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   International Electrical qualification or equivalent
  </li>
  <li>
   Minimum of 8 years&rsquo; experience in the MV and LV industry
  </li>
  <li>
   Experience of working in a busy office environment
  </li>
  <li>
   Experience of delivering efficient and effective services to customers
  </li>
  <li>
   IT literate &amp; confident user of Microsoft Office
  </li>
  <li>
   Drawing up a training plan
  </li>
  <li>
   Managing budgets
  </li>
  <li>
   Producing materials needed for training
  </li>
  <li>
   Working with training providers to develop suitable content for the courses
  </li>
  <li>
   Deliver training
  </li>
  <li>
   Desirable: Experience of working in an engineering or manufacturing environment
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Behavioural competencies
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Effective communication and interpersonal skills at all levels
  </li>
  <li>
   Must be able to work independently
  </li>
  <li>
   Ability to work to tight deadlines
  </li>
  <li>
   Ability to demonstrate effective team working
  </li>
  <li>
   Able to prioritise workload effectively
  </li>
  <li>
   Attention to detail
  </li>
  <li>
   Confident
  </li>
  <li>
   Highly organised
  </li>
  <li>
   Able to make decisions and prioritise
  </li>
  <li>
   Pro active
  </li>
  <li>
   Ability to relate to others
  </li>
  <li>
   Negotiating skills
  </li>
  <li>
   Good motivator
  </li>
  <li>
   Time management
  </li>
  <li>
   Presentation skills
  </li>
  <li>
   Ability to write reports and keep records
  </li>
  <li>
   Work within budget
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Other Requirements
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Driving licence
  </li>
  <li>
   Education to degree level or Equivalent
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Does this sound interesting? We would love to hear from you. Our application process in quick and easy. Apply today!
 </strong>
</div>


Senior Technical Support Engineer - Electrical

Motive

<div><div><p><b>Who we are:</b></p>
<p>
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.</p>
<p>
Motive serves nearly 100,000 customers &ndash; from Fortune 500 enterprises to small businesses &ndash; across a wide range of industries, including transportation and logistics, construction, energy, field service, manufacturing, agriculture, food and beverage, retail, and the public sector.</p>
<p>
Visit gomotive.com to learn more.</p></div><div><p><b>
Who we are:
</b></p><p>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.<br>
<br>
Motive serves more than 100,000 customers &ndash; from Fortune 500 enterprises to small businesses &ndash; across a wide range of industries, including transportation and logistics, construction, energy, field service, manufacturing, agriculture, food and beverage, retail, and the public sector.</p>
<p><b>
About the Role:</b></p>
<p>
Senior Technical Support Engineers manage, track, diagnose, troubleshoot, and identify root causes for customers in Technical Support. They also train, educate, assist, and guide other employees within Support and across the company, as needed. An important aspect is to identify and alert the necessary stakeholders on larger issues and trends, and understand the magnitude and scope of the issues before escalating directly to the Technical Lead/Engineering.</p>
<p><b>
What You&rsquo;ll Do:</b></p>
<ul><li>Exceed customer expectations in terms of quality, timeliness, documentation, resolution, and customer experience.</li><li>Resolve support issues related to Motive's products.</li><li>Investigate the source of errors/bugs using the data and tools available to us. Report inconsistencies and bugs to the Technical Lead/Engineering through Jira.</li><li>Assess the impact and prevalence of issues by analyzing the data to determine the root cause.</li><li>Utilize tools developed by the engineering team to modify erroneous user/driver data for resolving technical support issues.</li><li>Providing constructive feedback to Tier 1 agents for training purposes and assisting with technical questions</li><li>Build trusting relationships with customers by communicating openly and interactively over phone chat and emails.</li></ul>
<p><b>
What We&rsquo;re Looking For:</b></p><div><br>
<ul><li>2 -3 years of experience in Customer Support, technical support, or software development, preferably customer-facing roles.</li><li>Bachelor's Degree in Computer Science/Engineering or equivalent practical experience.</li><li>Familiarity with the software development process and tools for a SAAS-based product.</li><li>Candidate must possess technical knowledge/troubleshooting skills anda willingness to learn and excel</li><li>Candidate should be able to perform an in-depth root cause analysis</li><li>Basic knowledge of SQL and Python is a plus</li></ul></div></div><div><p><i>
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.</i></p><p></p><p><i><br>
</i></p><p><i>
The applicant must be authorized to receive and access those commodities and technologies controlled under U.S. Export Administration Regulations. </i><i>It is Motive's policy to require that employees be authorized to receive access to Motive products and technology.</i></p>
<p>
#LI-Remote</p></div></div>

Senior Technical Support Engineer, MCS

Zain Property Development LLC

<p><b>Key Responsibilities</b></p><ul><li>Assist in preparing drawings, BOQs (Bill of Quantities), and technical reports.</li><li>Support senior engineers in reviewing design calculations, plans, and specifications.</li><li>Coordinate with site teams to monitor progress, resolve technical issues, and ensure quality standards.</li><li>Maintain accurate project documentation, including reports, drawings, and material submittals.</li><li>Assist in preparing tender documents, cost estimates, and project schedules.</li><li>Conduct site inspections and prepare daily/weekly progress reports.</li><li>Support in ensuring compliance with safety regulations and project guidelines.</li><li>Liaise with contractors, suppliers, and consultants for project coordination.</li><li>Provide technical support during project execution, testing, and handover.</li><li>Perform other duties as assigned by the Project Manager or Senior Engineer.</li></ul><p><b>Qualifications &amp; Skills</b></p><ul><li>Bachelor&rsquo;s Degree/Diploma in Civil Engineering or related field.</li><li>1&ndash;3 years of experience in construction, infrastructure, or civil works (fresh graduates may also apply for junior roles).</li><li>Knowledge of AutoCAD, Civil 3D, and MS Office applications.</li><li>Familiarity with construction methodologies, standards, and codes.</li><li>Strong organizational and documentation skills.</li><li>Good communication and teamwork abilities.</li><li>Ability to work under supervision and support multiple projects simultaneously.</li></ul><p>Job Type: Full-time</p>

Civil Engineer – Technical Support

Three Sixty Holding Limited

<p><b>Job Title:</b> Senior Technical Engineer</p><p><b>Department:</b> Engineering / Technical<br/><b>Reporting To:</b> Managing Director<br/><b>Location:</b> Al Quoz</p><p><b>Job Purpose:</b></p><p>The <b>Senior Technical Engineer</b> is responsible for managing and overseeing the technical execution of complex architectural and structural projects under the firm&rsquo;s <b>G+Unlimited Dubai Municipality (DM) license</b>. This position ensures all designs, drawings, and site works comply with authority regulations, technical standards, and project specifications. The role involves multidisciplinary coordination, authority submissions, quality control, and technical leadership throughout all project stages&mdash;from design to completion.</p><p><b>Key Responsibilities:</b></p><ul><li>Lead the preparation, coordination, and review of all <b>architectural, structural, and technical drawings</b> for high-rise and complex projects.</li><li>Ensure compliance with <b>Dubai Municipality (DM)</b> and other relevant authority regulations (Trakhees, Civil Defense, RTA, DEWA, Etisalat, etc.) for <b>G+Unlimited</b> classified projects.</li><li>Supervise and guide technical teams in preparing design details, construction drawings, and as-built documentation.</li><li>Review and approve all drawings and material submittals to ensure alignment with project design intent, technical standards, and client specifications.</li><li>Oversee <b>authority submissions</b>, NOC applications, and ensure timely approvals.</li><li>Conduct <b>design coordination meetings</b> with architects, structural, and MEP teams to resolve technical issues.</li><li>Support project managers in preparing project schedules, cost estimates, and technical reports.</li><li>Carry out <b>regular site inspections</b> to ensure technical compliance and adherence to approved designs.</li><li>Provide <b>value engineering</b> recommendations to optimize cost, time, and constructability without compromising design quality.</li><li>Represent the firm in technical discussions with clients, consultants, and government authorities.</li><li>Mentor junior engineers and ensure continuous knowledge sharing and professional development within the technical team.</li></ul><p><b>Qualifications &amp; Experience:</b></p><ul><li><b>Bachelor&rsquo;s Degree</b> in Civil Engineering, Architectural Engineering, or an equivalent discipline.</li><li>Minimum <b>10 years of relevant experience</b>, including at least <b>5 years in a senior or supervisory role</b> within an architectural or engineering consultancy in the UAE.</li><li><b>Valid Dubai Municipality (DM) G+Unlimited Engineering License</b> is <b>mandatory</b>.</li><li>Proven track record in <b>high-rise building projects</b> and complex mixed-use developments.</li><li>Strong understanding of <b>UAE construction codes</b>, building regulations, and authority approval procedures.</li><li>Proficiency in <b>AutoCAD, Revit, Navisworks, MS Office</b>, and other relevant design software.</li><li>Excellent communication, coordination, and leadership skills.</li><li>Ability to manage multiple projects simultaneously and meet strict deadlines.</li></ul><p><b>Key Competencies:</b></p><ul><li>Strong technical expertise and problem-solving capability.</li><li>Leadership and team management skills.</li><li>Deep understanding of construction methodologies and design principles.</li><li>Effective stakeholder and authority coordination.</li><li>Attention to detail and commitment to design excellence.</li><li>Integrity, accountability, and proactive decision-making.</li></ul><p>Job Types: Full-time, Permanent</p><p>Pay: AED15,000.00 - AED18,000.00 per month</p><p>License/Certification:</p><ul><li>Dubai Municipality (DM) G+Unlimited Engineering License (Required)</li></ul>

Senior Technical Engineer

<div><div><p><b>Who we are:</b></p>
<p>
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.</p>
<p>
Motive serves nearly 100,000 customers &ndash; from Fortune 500 enterprises to small businesses &ndash; across a wide range of industries, including transportation and logistics, construction, energy, field service, manufacturing, agriculture, food and beverage, retail, and the public sector.</p>
<p>
Visit gomotive.com to learn more.</p></div><div><h3 class="jobSectionHeader"><b>
About the Role:</b></h3>
<p>
The Lead Technical Support Engineer role is a senior subject matter expert responsible for providing complex technical support for a range of products and services. As an L4 support engineer, the Lead Technical Support Engineer is the go-to individual for troubleshooting complex issues or product-level bugs that cannot be resolved by Technical Support Engineers.</p>
<p>
In addition to managing, tracking, diagnosing, and troubleshooting high-level cases for Technical Support Engineers, the Lead Technical Support Engineer also provides leadership to the technical support team. This includes mentoring, training, and coaching other technical support engineers, helping them to develop their skills and expertise.</p>
<p>
One of the key responsibilities of the Lead Technical Support Engineer is to collaborate with engineering teams across the company, including product development, quality assurance, and Backend teams, to identify and address technical issues that are affecting customers.</p>
<p>
The Lead Technical Support Engineer is also responsible for driving continuous improvement in the technical support process. This includes identifying and analyzing trends in customer issues, creating and implementing new support processes and procedures, and working closely with the Technical Lead to ensure that technical support is aligned with the company's overall strategy and goals.</p>
<h3 class="jobSectionHeader"><b>
What You'll Do:</b></h3>
<ul><li>Must have a deep understanding of the product, be able to analyze and diagnose complex issues, and provide solutions that minimize user disruption.</li>
<li>Identify and resolve complex technical issues as well as product-level limitations that cannot be resolved by Technical support engineers.</li>
<li>Responsible for creating and maintaining technical documentation for internal and external use. They must ensure that documentation is up-to-date, accurate, and easy to understand.</li>
<li>Work closely with cross-department teams, such as product development, quality assurance, and backend engineering teams, to identify and address technical issues that are affecting customers.</li>
<li>Must have excellent communication and collaboration skills to work effectively with different teams.</li>
<li>Provide leadership and mentoring to Technical Support Engineers. They must share their knowledge and expertise to help other team members improve their technical skills.</li>
<li>Responsible for identifying opportunities for process improvement and driving changes to improve the efficiency and effectiveness of technical support. They must have a continuous improvement mindset and be able to work collaboratively with different teams to implement process changes.</li>
<li>Required to participate in on-call support rotations to provide 24/7 support to incoming escalations during business hours as well as after hours. They must be available to respond to urgent support requests and be able to resolve issues in a timely manner.</li>
</ul><h3 class="jobSectionHeader"><b>What We're Looking For:</b></h3>
<ul><li>Minimum 3-year tenure in Technical Support | Customer Support</li>
<li>Respond to customer inquiries and issues: Provide timely and accurate responses to customer inquiries and issues via phone, email, or chat.</li>
<li>Diagnose and troubleshoot technical issues: Use technical knowledge and analytical skills to diagnose and troubleshoot technical issues. Identify root causes of problems and develop effective solutions to address them.</li>
<li>Escalate issues as needed: When an issue cannot be resolved at the Technical Support level, escalate the issue to the appropriate team or personnel. Provide detailed information about the issue and steps taken to resolve it.</li>
<li>Document technical issues and solutions: Maintain detailed records of customer inquiries, issues, and solutions in a ticketing system or other databases. Ensure that information is accurate, up-to-date, and easily accessible to other team members.</li>
<li>Collaborate with cross-functional teams: Work closely with other teams, such as Tier 1 support, engineering, and product management, to resolve complex issues and improve customer support processes.</li>
<li>Contribute to knowledge management: Develop and update knowledge base articles, FAQs, and other support materials to help customers resolve common issues independently.</li>
<li>Provide excellent customer service: Maintain a positive and professional attitude while providing customer support. Strive to exceed customer expectations and provide a high level of customer satisfaction.</li>
<li>Participate in on-call rotation: Be available to provide technical support during off-hours, weekends, and holidays as part of an on-call rotation schedule.</li>
<li>These responsibilities require excellent communication and problem-solving skills, technical knowledge and analytical skills, attention to detail, and the ability to work well in a team-oriented environment.</li></ul></div><p></p><div><p><i><br>
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.</i></p><p></p><p><i><br>
</i></p><p><i>
The applicant must be authorized to receive and access those commodities and technologies controlled under U.S. Export Administration Regulations. </i><i>It is Motive's policy to require that employees be authorized to receive access to Motive products and technology.</i></p>
<p>
#LI-Remote</p></div></div>

Technical Support Lead, Growth Team

Search 10000+ Senior technical support engineer jobs near you this October. New roles added regularly across leading industries. Apply today.

10000 senior technical support engineer jobs NEAR_ME

Senior Technical Support Engineer

Senior Technical Support Engineer

Senior Technical Support Engineer - Electrical

Senior Technical Support Engineer, MCS

Civil Engineer – Technical Support

Senior Technical Engineer

Technical Support Lead, Growth Team