About the Role: 

Technical Support Engineers manage, track, diagnose, troubleshoot, and identify root causes for customers in Technical Support. They also train, educate, assist, and provide guidance to other employees within Support and across the company, as needed. An important aspect is to identify and alert the necessary stakeholders on larger issues and trends, and understand the magnitude and scope of the issues before escalating directly to the Technical Lead/Engineering. As a bilingual Technical Support Engineer, you will be responsible for providing support in both Spanish and English.

What You’ll Do: 

• Exceed customer expectations in terms of quality, timeliness, documentation, resolution, and customer experience.
• Resolve support issues related to Motive's products.
• Investigate the source of errors or bugs using the available data and tools. Report inconsistencies and bugs to the Technical Lead/Engineering through Jira.
• Assess the impact and prevalence of issues by analyzing the data to determine the root cause.
• Utilize tools developed by the engineering team to modify erroneous user/driver data for resolving technical support issues.
• Providing constructive feedback to Tier 1 agents for training purposes and assisting with technical questions
• Build trusting relationships with customers by communicating openly and interactively over the phone, chat, and email.

What We’re Looking For: 

• Bilingual: Fluent in speaking Spanish and English (US)
• Skilled in written communication (both Spanish and English)
• 2 -3 years of experience in Customer Support, technical support, or software development, preferably in customer-facing roles.
• Familiarity with the software development process and tools for a SAAS based product.
• Candidate must possess technical knowledge/troubleshooting skills, and a willingness to learn and excel
• The candidate should be able to perform an in-depth root cause analysis
• Basic knowledge of SQL and Python is a plus

Who We Are: 

Motive builds technology to improve the safety, productivity, and profitability of businesses that power the physical economy. The Motive Automated Operations Platform combines IoT hardware with AI-powered applications to automate vehicle and equipment tracking, driver safety, compliance, maintenance, spend management, and more. Motive serves more than 120,000 businesses, across a wide range of industries including trucking and logistics, construction, oil and gas, food and beverage, field service, agriculture, passenger transit, and delivery.

 Motive is proud to be a Forbes Cloud 100 company and a 2020 Career-Launching Company by Wealthfront.

About the Role: 

As an Installation Strategist in Motive’s Installation Services team, you will play a crucial role in how Motive sells and delivers technical engagements during the pre-sales process. The ideal candidate is adept at understanding customer business needs and crafting solutions that align with those needs. This role focuses on partnering with Sales and Customer Success teams to present solutions, assist with change management, and support the successful implementation of telematics solutions in customer fleets. This role requires adaptability to work during US business hours to ensure seamless collaboration across time zones.

What You’ll Do: 

• Partner with Sales: Collaborate closely with the Sales and Customer Success teams to identify and pursue new business opportunities by understanding client needs and delivering compelling solutions.
• Develop Strategies: Create and deliver customer-centric solutions, including prospect presentations and RFP responses, ensuring they align with the client's business objectives.
• Customer Engagement & Change Management: Work directly with clients to guide them through the change management process during the implementation of telematics solutions, offering support and strategies to ensure smooth adoption and integration into their fleet operations.
• Support Sales Processes: Contribute to the continuous improvement of sales processes and operations, ensuring alignment with overall business goals.
• Implementation Handoff: Owns the operational handoff to Implementation Consultants and Implementation Project Managers,  documentation, decisions, and context to enable seamless delivery.
• Sales Collateral: Collaborate with the Post Sales Operations team to maintain and update sales collateral and resources, ensuring they are current and effective.
• Continuous Improvement: Monitor the effectiveness of sales initiatives, identify areas for improvement, and provide actionable recommendations.

What We’re Looking For: 

• Experience: 3-5 years of experience in Professional Services, SaaS solutions, or a similar field, with a strong focus on customer engagement and solution development. Experience in the trucking, logistics, or related industries is an advantage, though not required.
• Technical Acumen: Ability to understand technical solutions and how they meet business needs, with the capacity to present complex concepts in a clear and compelling manner.
• Customer-Focused: Demonstrated ability to build strong relationships with clients, particularly in helping them through change management during technology implementation.
• Communication Skills: Excellent verbal and written communication skills, with the ability to effectively present ideas and influence stakeholders.

Location: PK - Lahore (On-Site)( Timing 6pm-3am)

Job Type: Full-Time

Who We Are: 

Motive builds technology to improve the safety, productivity, and profitability of businesses that power the physical economy. The Motive Automated Operations Platform combines IoT hardware with AI-powered applications to automate vehicle and equipment tracking, driver safety, compliance, maintenance, spend management, and more. Motive serves more than 120,000 businesses, across a wide range of industries including trucking and logistics, construction, oil and gas, food and beverage, field service, agriculture, passenger transit, and delivery.

 Motive is proud to be a Forbes Cloud 100 company and a 2020 Career-Launching Company by Wealthfront.

Job Description:

As an integral member of our dynamic team, the IT Support Engineer holds the pivotal responsibility of championing end-user satisfaction through adept IT support. Tasked with monitoring and maintaining our company's computer systems, the IT Support Engineer performs hardware and software installations and elevates our technological prowess by tackling logical, analytical, and technical challenges independently and through collaborative efforts with internal teams and valued vendor partnerships.

Role Overview

We are looking for a skilled and customer-focused IT Support Engineer who can deliver high-quality technical support across endpoint systems, SaaS applications, and core IT services. This role requires hands-on experience with MacOS, Windows, and Linux environments, strong troubleshooting abilities, and the capability to support users both onsite and remotely. The ideal candidate will also have exposure to modern IT operations, including MDM platforms, ticketing systems, cloud productivity tools, and emerging AI-driven support workflows

What You’ll Do

• Provide end-to-end IT support across MacOS, Windows, and Linux environments, including mass OS installations, upgrades, and configurations
• Manage employee onboarding and offboarding (onsite and remote), covering device provisioning and MDM enrolment
• Provide IT Support for MDM platforms such as Kandji and Microsoft Intune 
• Hands-on MacOS support and advanced troubleshooting for Windows OS issues
• Support enterprise SaaS tools including Google Workspace (G Suite), Okta, Salesforce, and collaboration platforms
• Provide onsite support for office users and remote support via Jira tickets, email, and Slack
• Maintain accurate IT asset inventory and device lifecycle records
• Assist with basic network and infrastructure troubleshooting and maintain awareness of next-generation firewalls
• Basic understanding of current AI trends and how AI can assist in IT support ticket management

What We’re Looking For

• Bachelor’s degree in Computer Science, Engineering, or equivalent practical experience
• 1–6 years of IT support experience in a corporate or fast-paced environment
• Strong working knowledge of MacOS and Windows, with basic Linux familiarity
• Hands-on experience with MDM solutions (Kandji, Microsoft Intune, or similar)
• Solid understanding of ticketing systems such as Jira Service Management
• Practical experience supporting GWS, SSO, CRM, VoIP and other SaaS applications
• Good foundational knowledge of networking concepts (TCP/IP, DNS, DHCP, VPNs) and general infrastructure
• Awareness of modern IT security concepts and tools, including next-generation firewalls
• Understanding of how AI and automation are applied in IT support workflows
• Strong communication and customer-handling skills with a problem-solving mindset
• Flexibility to work varying hours or shifts when required
• Relevant certifications (CCNA, Microsoft 365, etc.) and call-center IT support experience are a plus