From the listing
About the role
Motive empowers the people who run physical operations with tools to make their work safer, more productive, and more profitable. Motive serves nearly 100,000 customers – from Fortune 500 enterprises to small businesses – across a wide range of industries, including transportation, construction, and manufacturing.
We are looking for an experienced Manager of Technical Support Engineering to lead a significant portion of our Tier 2/Tier 3 Technical Support organization within Global Support. You will own performance, operating rhythm, org design, and execution across multiple teams and customer segments while building the systems and leaders needed to scale.
This role requires a leader who can operate at multiple altitudes: close enough to guide execution during critical customer moments, and strategic enough to shape org structure and cross-functional priorities for long-term impact.
What you'll do
- Own performance, staffing strategy, and organizational health across multiple pods or business segments.
- Lead and develop a layer of managers and senior individual contributors, building leadership capability and succession depth.
- Set the operating cadence through goal-setting, business reviews, and inspection mechanisms.
- Serve as the senior escalation leader for critical customer issues and major incidents.
- Own queue health and backlog strategy, identifying systemic risks and driving structural fixes.
- Partner with Product and Engineering to identify trends across bugs and product gaps.
- Represent Technical Support in cross-functional forums with Sales, CS, and Support Ops.
- Drive strategic projects that improve supportability, efficiency, and customer experience.
- Own executive-level reporting, synthesizing trends and risks for Directors and VPs.
- Lead change management across the organization for new workflows and tools.
What they're looking for
- Technical degree in Computer Science or Engineering preferred, or equivalent practical experience.
- 6+ years of experience leading technical teams in fast-paced support organizations.
- Meaningful experience managing managers or leading through a management layer.
- Hands-on experience as an individual contributor in technical support or technical operations.
- Proven experience handling complex escalations and executive-facing customer situations.
- Deep command of support metrics including CSAT, SLA, FCR, and backlog health.
- Experience building and interpreting reporting in Salesforce, Tableau, or Google Sheets.
- Flexible to support critical escalations and incidents after hours as needed.
Nice to have
- Hands-on experience with Salesforce case management and workflow optimization.
- Experience with Tableau or similar BI tooling for operational reporting.
- Familiarity with Jira, Confluence, and knowledge management best practices.
- Experience in data-driven support strategy and cohort analysis.
- Prior experience in IoT, telematics, or fleet management domains.
From the company page
Motive benefits
◉ Remote policy · in their words
“We are a remote-first organization made up of more than 3,000 employees located around the world. While some of our employees are more effective working remotely ... members also have the option to work on-site at any of our eight global office locations if they prefer.”
Pulled from their careers page · verified by Atlas
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