About the Role  

You will be working as a part of a distributed agile team, building a new SaaS platform that underpins a suite of enterprise applications  solving a variety of hard data analytics and enterprise problems.  You will be responsible for ensuring that the framework and products we develop meet the established design, implementation, and quality goals.  

What You’ll Do

• Develop and maintain a full stack SaaS application in the cloud environment
• Build, design, deploy, maintain the implementation of Cloud solutions across multiple public cloud offerings, e.g. AWS, Google Cloud and Microsoft Azure
• Participate in technology evaluation and reengineering teams to support strategy-definition and continuous process improvement activities
• Implement and refine cloud future state architectures and roadmaps including architecture standards, guidelines, and industry best practices.
• Perform ongoing performance tuning, upgrades, and resource optimization as required. Configure CPU, memory, and disk partitions as required; maintain data center environmental and monitoring equipment.
• Participate in the design, implementation and management of workload automation initiatives 

What You’ll Bring

• Software programming languages: Golang, Python experience required 

• Working knowledge of IaC (infrastructure as code) principals - Cloud formation, Terraform 

• Bachelor's Degree 

• 3+ years of software development experience required  

• 3+ years working with cloud platforms 

• Experience with Agile and DevOps concepts 

• Extensive knowledge of Linux based systems including software, networking and storage 

• Experience architecting cloud infrastructures on Amazon Web Services (AWS) for small, medium scale and enterprise level applications 

• Good knowledge of security (SAML, OAuth, OpenID, Kerberos, Policies, entitlements etc.) 

• Infrastructure deployment experience in the Public cloud 

• Knowledge of security controls for the Public cloud (encryption of data in motion/rest and key management) 
• Knowledge of Linux containers. 

What You’ll Get 

• Competitive compensation package

• Comprehensive health and wellness benefits

• Professional development opportunities

About the Role: 

Motive is looking for an experienced Technical Account Manager (TAM)  to join our Global Technical Support organization to provide white-glove service, technical support, and executive-level communications to our customers. In this role, you will be adept at both building relationships and resolving issues. As a Technical Account Manager, your workday is focused on a proactive review of a group of customers along with providing coaching and assistance to Technical Support Engineers for customers in your assigned segment. Additionally, you will be proactively working on technical support cases, upcoming feature consultation, issue escalation, training recommendations, and communicating procedural and status updates on the customer’s environment. You'll excel at solving problems quickly and efficiently and have a keen focus on finding a root cause to even the most obscure problem. You act as the customer advocate as you work closely with engineering, product management, and other key areas to innovate and improve performance around product requirements, enhancements, process improvements, and industry best practices. 

What You’ll Do: 

• Account Ownership: Serve as the primary technical point of contact for Strategic, Enterprise, and Mid-Market accounts. Build and maintain proactive partnerships with technical contacts at assigned accounts. Create, maintain, and improve account-specific technical documentation.
• Strategic Oversight: Maintain a macro-level understanding of account business needs and support activities.
• Performance Standards: Exceed benchmarks for response quality, timeliness, and customer satisfaction.
• Proactive Programs: Operate and drive account health campaigns for your portfolio of customers. 
• Relationship Management: Build internal and external relationships to resolve technical issues across all organizational levels.
• Technical Problem Solving: Collaborate with Product and Engineering to implement hardware, data, or process fixes with minimal user disruption.
• Root Cause Analysis: Use data tools to trace inconsistencies and bugs, reporting findings to senior technical teams.
• Case Management: Own end-to-end resolution of escalated cases to ensure a premium customer experience.
• Issue Lifecycle Management: Own the troubleshooting, identification, and resolution process for all assigned customer issues.
• Release Readiness: Monitor upcoming product releases to ensure seamless transitions for customers. Advocate for customers in Motive beta programs.  
• Query Development: Create SQL-based queries to identify and address emerging technical issues.
• On-Call Support: Participate in rotations and provide off-hours assistance for upgrades and change management. 

What We’re Looking For: 

Professional Experience & Performance

• 1 to 2 years of experience in Technical Support with a permanent employment status.
• Demonstrated history as an exceptional performer with a proactive "above and beyond" mindset.

Communication & Collaboration

• Full professional fluency in spoken and written English.
• Exceptional communication skills across all mediums (written, live chat, video conference, and in-person).
• Ability to provide concise, high-impact updates to stakeholders and senior engineering teams during escalations.
• A collaborative partner capable of working effectively in a professional, cross-functional environment.

Technical Expertise

• Advanced analytical skills to trace complex issues across hardware, APIs, and databases, using tools like SQL and log parsing to identify root causes and implement scalable, proactive solutions.
• Systems & Infrastructure: Experience managing hardware fault analysis, firmware upgrades, and change management practices.
• Deep familiarity with Motive’s product suite, specifically focusing on Compliance, Asset, and Safety.
• Integrations: Familiarity with third-party systems, including Transportation Management (TMS) or similar platforms. 
• API Proficiency: Strong understanding of API-based troubleshooting (advanced expertise is a significant plus).
• Domain Knowledge (Desirable): Familiarity with telematics and fleet management solutions, specifically focusing on Compliance, Asset, and Safety.

Strategic Problem Solving

• Ability to identify technical trends and implement solutions that prevent field failures.
• Experience evaluating bespoke, highly complex custom configurations and their impact on user workflows.
• Strong analytical skills with the ability to manage critical escalations in high-pressure environments.

Education & Availability

• Background: Technical degree in Computer Science or Engineering preferred, or equivalent practical experience.
• Flexibility: Willingness to participate in an on-call rotation and work outside standard hours to facilitate customer upgrades.