Motive · 3 hours ago
Technical Account Manager
United States - Buffalo, New York
Full-time
Onsite
Mid, Senior Level
$70K/yr - $96K/yr
3+ years expMotive is a company that empowers operations with tools for safety, productivity, and profitability. They are seeking a Senior Technical Account Manager to provide high-level support and communication for their customers, focusing on relationship building and issue resolution.
Computer Software
Responsibilities
Determine how to resolve technical issues -- what changes need to be made to underlying data/hardware/process and how to apply them with minimal user disruption by collaborating with Product and Engineering teams
Investigate and determine root cause of errors/bugs -- use the data and tools to trace the origin of data inconsistencies and bugs and report them to Senior TAMs/Backline Support Engineering/Engineering
Build new SQL based queries for emerging issues to be used by the teams across Technical Support
Be the primary technical point of contact for a group of Motive’s Strategic/Enterprise/Mid Market Accounts
Own or orchestrate the resolution of cases, help build strong partnerships, and provide an unparalleled support experience for assigned or escalated customers
Take end-to-end ownership of assigned customer issues, including initial troubleshooting, identification of root cause, and issue resolution
Meet or exceed customer expectations on response quality, timeliness, and overall customer experience
Build, foster and maintain strong relationships with technical contacts at assigned customers
Proactively gather updates on upcoming releases to ensure a seamless customer experience
Understanding the core business of the assigned accounts & overseeing all Support activities on a macro level, at all levels of Support
Ensuring specific account documentations are created, followed and improved
Working in close liaison with other cross-functional departments (Prod/Eng) to resolve bugs and data change requests
Participate in on-call rotation; be available outside of normal working hours to facilitate customer upgrades and change management practices
Qualification
Required
Minimum 3 years of experience in Technical Support
Excellent customer communication skills in a variety of forms (written, live chat, conference calls, in-person)
Experience assessment of bespoke and deeply complex custom configurations that impact usability and customer workflows
Experience with addressing customer escalations and relaying concise but efficient updates to the stakeholders
Strong analytical and problem-solving skills with the ability to manage critical and complex issues in high-pressure environments
Strong knowledge of Motive's Products with a concentration on Compliance, Asset and/or Safety
Excellent troubleshooting skills leveraging log parsing, SQL, scripting languages, and code review where needed
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 techniques that utilize APIs, Python, Data Dog, SQL etc
Deep hardware fault analysis skills; identify trends and prevent field failures – Root Cause Analysis
Technical background with preferred qualifications of Computer Science or Engineering is a must
Motivated individuals with eagerness to learn and go above and beyond
Team player and can work in a professional environment
On-Call rotation flexibility
Preferred
Expertise with APIs – bonus skillset
Should be an exceptional performer
Benefits
Health, pharmacy, optical and dental care benefits
Paid time off
Sick time off
Short term and long term disability coverage
Life insurance
401k contribution
Company
Motive
Motive empowers the people who run physical operations with tools to make their work safer, more productive, and more profitable.
1001-5000 employees
H1B Sponsorship
Motive has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (21)
2024 (24)
2023 (12)
2022 (8)
Funding
Current Stage
Late StageLeadership Team
Shoaib Makani
Co-founder and CEO
Obaid Khan
Co-Founder and Chief Operating Officer
Recent News
Game Industry Business
2024-04-13
Company data provided by crunchbase