Senior Technical Support Engineer, Strategic

About the Role:

As a Sr. Technical Support Engineer, you are the frontline of Motive’s customer support—delivering fast, empathetic, and accurate resolutions across phone, email, and chat while keeping solutions as close to the customer as possible in a 24/7 support organization.

You will operate cross‑domain to reduce unnecessary transfers, leverage remote device actions where available, and apply precise documentation standards that align to our unified case taxonomy and SLAs.

This role is ideal for a service‑obsessed problem solving self-starter who thrives in a dynamic environment, collaborates effectively with all Technical Support teams, and Product/Engineering, and consistently drives customer satisfaction at the first touch. Working from our Buffalo, NY office, you’ll have a unique opportunity to work in close proximity to our hardware engineering, testing, and reliability teams.

What You’ll Do:

• Provide multi‑channel frontline support (phone, email, chat): triage, basic troubleshooting, collect logs/screenshots, document clearly, and escalate only when warranted. Maintain professional tone and adherence to Support documented process throughout interactions.
• Maintain queue adherence and call handling excellence, using the correct statuses and follow‑up documented processes to ensure timely closure and accountability.
• Should be able to deliver support across a broad number of technical issues.
• Execute remote device actions (e.g., remote reboot) and device health checks where available to resolve customer issues.
• Engage escalation pathways appropriately: recognize P1/P2 workflows, and communicate clear status/next steps when partnering with Technical Support and leadership.
• Meet priority & SLA expectations for first response and update cadence; proactively communicate timelines and manage expectations with customers and internal teams.
• Contribute to continuous improvement by flagging repeat patterns, sharing case insights, and collaborating with Tech Support and Product/Engineering to enhance knowledge and workflows.

What We’re Looking For:

• Demonstrated cross‑domain proficiency and comfort using case tracking systems to classify and document customer issues.
• Hands‑on ability with resolving complex technical issues reported by the customers.
• Should be able to efficiently handle urgent customer concerns by exhibiting full ownership and accountability.
• Strong systems fluency: Genesys/Amazon Connect (voice), Salesforce (cases); consistent SLA adherence and high‑quality written notes.
• High standards for customer communication: clear, empathetic, professional tone across phone, email, and chat; disciplined follow‑through and closure hygiene.
• Collaborative mindset to partner with cross-functional teams to resolve customer queries.
• Proven experience with handling routine change management requests directly reported from the end user.
• Motivated individuals with eagerness to learn and go above and beyond.
• Fluent in spoken and written English.
• Team player and can work in a professional environment.
• Computer Science/Engineering background – preferably.
• Expertise with APIs – bonus skillset.
• Should be an exceptional performer.
• Familiar with Hardware and Firmware level troubleshooting.
• Overall technically sound and expert – not just limited to Motive products.
• On-Call rotation flexibility
• Bonus if you already have a proven excellence in frontline customer support in a multi‑channel environment with a track record of resolving technical issues.