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Motive is seeking an experienced Manager of Technical Support Engineering to lead a significant portion of the Tier 2/Tier 3 Technical Support organization within Global Support. You will own performance, organizational design, and execution across multiple teams and customer segments (SMB, mid-market, enterprise/strategic), while building the systems, leaders, and cross-functional partnerships needed to scale.
In this role, you will lead managers, senior individual contributors, and specialized support functions across Technical Support Engineering and Technical Account Management. You will drive organizational outcomes across CSAT, SLA attainment, first-contact resolution (FCR), backlog health, escalation quality, incident readiness, and team effectiveness. This is a multi-altitude leadership position: hands-on enough to guide execution during critical customer moments, yet strategic enough to shape org structure, processes, tooling, and cross-functional priorities for long-term impact.
Key responsibilities include owning performance and staffing strategy across multiple pods or business segments; leading and developing managers and senior ICs to build leadership capability and succession depth; setting operating cadence through goal-setting, business reviews, and action plans; driving workforce planning in partnership with Workforce Management, Recruiting, and Finance; ensuring high-quality performance management and career development; serving as senior escalation leader for critical customer issues and major incidents; participating in and shaping the on-call model for P0/P1 events; owning queue health and backlog strategy; building scalable operating mechanisms, SOPs, playbooks, and quality standards; partnering with Support Ops and Enablement to identify trends and drive improvement plans; raising the bar on knowledge quality and operational rigor; representing Support in cross-functional forums with Product, Engineering, Customer Success, and Sales; acting as a senior customer advocate; driving strategic projects that improve supportability and efficiency; influencing product and engineering priorities through support data and escalation patterns; owning executive-level reporting and business reviews; partnering with Support Ops and BI teams to improve reporting infrastructure; leading change management across the organization; proactively identifying scaling challenges and designing structures ahead of the curve; and acting as the directly responsible individual for large cross-functional programs.
Motive empowers people who run physical operations with tools to make their work safer, more productive, and more profitable. The platform gives complete visibility and control over drivers, vehicles, equipment, and fleet-related spend in a single system, combined with industry-leading AI. Motive serves nearly 100,000 customers across transportation and logistics, construction, energy, field service, manufacturing, agriculture, food and beverage, retail, and the public sector.
REQUIREMENTS:
- Technical degree in Computer Science or Engineering preferred, or equivalent practical experience
- 6+ years of experience leading technical teams in fast-paced, high-volume support organizations, including meaningful experience managing managers or leading through a management layer
- Hands-on experience as an individual contributor in technical support engineering, technical operations, or similarly technical role before moving into people leadership
- Demonstrated success running larger support organizations across multiple teams, business segments, or functions with measurable impact on customer and operational outcomes
- Proven experience handling complex escalations, incidents, and executive-facing customer situations with strong judgment and calm under pressure
- Strong track record of building, coaching, and retaining high-performing managers, senior ICs, and future leaders
- Ability to zoom in on operational details and zoom out to drive organizational strategy, structure, and long-term scale
- Deep command of support metrics and service operations (CSAT, SLA attainment, FCR, backlog health, escalation quality, incident response effectiveness)
- Experience translating support insights into cross-functional action with Product, Engineering, Customer Success, Sales, and Operations
- Strong analytical and business review skills; able to turn dashboards and raw data into clear narratives, decisions, and action plans
- Experience building and interpreting reporting in Salesforce, Tableau, Google Sheets, or similar tools
- Comfortable holding a high bar on performance, giving direct feedback, and making tough people decisions
- Excellent verbal and written communication; able to influence senior stakeholders and represent Support credibly in executive and cross-functional settings
- Genuine passion for technical problem-solving, root cause analysis, and improving product reliability and supportability at scale
- Strong program and change management skills with a track record of leading initiatives requiring alignment across multiple teams
- High ownership, strong prioritization, and ability to manage competing demands in ambiguous, fast-moving environments
- Flexible to support critical escalations and incidents after hours as needed
PREFERRED QUALIFICATIONS:
- Hands-on experience with Salesforce, including case management, reporting, dashboards, and workflow optimization
- Experience with Tableau or similar BI tooling for operational reporting and trend analysis
- Familiarity with Jira, Confluence, and knowledge management best practices
- Experience in data-driven support strategy, including segmentation, cohort analysis, and identifying leading indicators of customer risk
- Prior experience in IoT, telematics, fleet management, or related domains
