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Motive is seeking an experienced Senior Manager of Technical Support Engineering to lead a significant portion of the Tier 2/Tier 3 Technical Support organization within Global Support. This is a people-management role overseeing multiple teams and customer segments (SMB, mid-market, enterprise/strategic accounts).
You will lead managers, senior individual contributors, and specialized support functions across Technical Support Engineering and Technical Account Management. Your responsibilities include owning organizational performance metrics (CSAT, SLA, FCR, backlog health, escalation quality, incident readiness, team effectiveness), designing org structure, and building cross-functional partnerships to scale support excellence.
Key responsibilities:
- Own performance, staffing strategy, and organizational health across multiple pods or business segments
- Lead and develop a layer of managers and senior ICs, building leadership capability and succession depth
- Set operating cadence through goal-setting, business reviews, and action plans
- Drive workforce planning in partnership with Workforce Management, Recruiting, and Finance
- Ensure high-quality performance management, coaching, career development, and retention
- Serve as senior escalation leader for critical customer issues and major incidents
- Participate in on-call model for P0/P1 incidents and lead incident reviews
- Own queue health and backlog strategy, identifying systemic risks early
- Build scalable operating mechanisms, SOPs, playbooks, and quality standards
- Partner with Support Ops, Enablement, and Backline on trend identification and improvement
- Represent Support in cross-functional forums with Product, Engineering, CS, and Sales
- Act as senior customer advocate, protecting ARR at risk
- Drive strategic projects improving supportability and efficiency across multiple teams
- Influence product and engineering priorities through escalation and support data patterns
- Own executive-level reporting including weekly, monthly, and quarterly business reviews
Motive empowers people who run physical operations with tools for safety, productivity, and profitability. The platform serves nearly 100,000 customers across transportation, logistics, construction, energy, field service, manufacturing, agriculture, food & beverage, retail, and public sector.
