Who we are:
Motive empowers the people who run physical operations with tools to make their work safer, more productive, and more profitable. For the first time ever, safety, operations and finance teams can manage their drivers, vehicles, equipment, and fleet related spend in a single system. Combined with industry leading AI, the Motive platform gives you complete visibility and control, and significantly reduces manual workloads by automating and simplifying tasks.
Motive serves nearly 100,000 customers – from Fortune 500 enterprises to small businesses – across a wide range of industries, including transportation and logistics, construction, energy, field service, manufacturing, agriculture, food and beverage, retail, and the public sector.
Visit gomotive.com to learn more.
About the Role:
Motive is seeking an experienced Senior Technical Account Manager (TAM) to join our Global Technical Support organization, providing white-glove service and strategic technical leadership to our premier customers. In this role, you will bridge the gap between relationship management and high-level problem solving, proactively auditing account health while mentoring Technical Support Engineers within your segment.
You will serve as a strategic partner to your customers, overseeing environment health through feature consultations, expedited escalations, and tailored training recommendations. With a relentless focus on root-cause analysis, you excel at resolving obscure technical challenges and translating those findings into actionable insights. By championing the customer’s voice across Support, Product, and Engineering, you will directly influence technical requirements and drive process improvements that redefine the customer experience.
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.
- Full professional fluency in spoken and written Spanish and 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.
- 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.
- 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.
- 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.
Creating a diverse and inclusive workplace is one of Motive's core values. We are an equal opportunity employer and welcome people of different backgrounds, experiences, abilities and perspectives.
Please review our Candidate Privacy Notice here.
UK Candidate Privacy Notice here.
The applicant must be authorized to receive and access those commodities and technologies controlled under U.S. Export Administration Regulations. It is Motive's policy to require that employees be authorized to receive access to Motive products and technology.
Skills Required
- 1 to 2 years of experience in Technical Support with permanent employment status
- Full professional fluency in spoken and written Spanish and English
- Advanced analytical skills with experience using SQL and log parsing to identify root causes
- Experience with hardware fault analysis, firmware upgrades, and change management
- Strong API troubleshooting and API-based debugging skills
- Deep familiarity with Motive's product suite, focusing on Compliance, Asset, and Safety
- Familiarity with third-party integrations such as Transportation Management Systems (TMS)
- Willingness to participate in on-call rotation and work outside standard hours
- Exceptional communication skills across written, chat, video, and in-person mediums; concise escalation updates
- Demonstrated history as an exceptional performer with a proactive mindset
- Ability to evaluate complex custom configurations and mentor Technical Support Engineers
- Technical degree in Computer Science or Engineering or equivalent practical experience
- Domain knowledge in telematics and fleet management solutions (desirable)
What the Team is Saying
Motive Compensation & Benefits Highlights
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Healthcare Strength — Core coverage includes medical, dental, vision, life and disability insurance alongside free mental‑health support and EAP resources. This breadth signals a comprehensive health and wellbeing foundation.
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Leave & Time Off Breadth — Time off includes generous vacation or unlimited PTO, sick leave, local holidays, and enhanced parental leave. This mix supports both routine rest and family needs.
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Flexible Benefits — Work is described as remote‑first with options for fully remote, hybrid, or in‑office, plus a work‑from‑home stipend. Flexibility around where work happens is explicitly built into the package.
Motive Insights
What We Do
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. Visit gomotive.com to learn more.
Why Work With Us
We work hard, with humility and we see our efforts rewarded in tangible ways every day. At Motive, you’ll have the chance to make a difference for the drivers who keep our world moving. We trust each other to do great work because together we can achieve collective goals that reach beyond the physical economy.
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Employees work remotely.
