--- title: 'Manager, Technical Support Engineering at Motive' canonical: 'https://feeny.ai/job/manager-technical-support-engineering-motive-pakistan-z4p8ppr16cne' type: 'job' last_seen: '2026-10-15' --- # Manager, Technical Support Engineering at Motive - **Company:** Motive - **Location:** Pakistan - **Work type:** remote - **Posted:** 2026-10-06 - **Last confirmed live:** 2026-10-15 - **Apply:** https://job-boards.greenhouse.io/gomotive/jobs/8872697002 ## Job description 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](http://gomotive.com) to learn more. About the Role: We are looking for an experienced Manager of Technical Support Engineering to lead a significant portion of our Tier 2/Tier 3 Technical Support organization within Global Support. In this role, you will own performance, operating rhythm, org design, and execution across multiple teams and customer segments (e.g. SMB, MMC, ENT/STRAT), while building the systems, leaders, and cross-functional partnerships needed to scale. You will lead managers, senior individual contributors, and/or specialized support functions across Technical Support Engineering and Technical Account Management. You will be responsible for driving organizational outcomes across CSAT, SLA, FCR, backlog health, escalation quality, incident readinessness, and team effectiveness. This role requires a leader who can operate at multiple altitudes: close enough to the work to guide execution during critical customer moments, and strategic enough to shape org structure, processes, tooling, and cross-functional priorities for long-term impact. You will serve as a senior partner to Product, Engineering, Sales, Customer Success, Support Ops, and Workforce Management, representing Technical Support in high-visibility forums and helping define how we scale support excellence as the business grows. What You’ll Do: - Own performance, staffing strategy, and organizational health across multiple pods or business segments, ensuring strong coverage models, predictable execution, and consistent delivery against SLAs and KPIs. - Lead and develop a layer of managers and senior ICs, building leadership capability, succession depth, and clear accountability across the organization. - Set the operating cadence for your area through goal-setting, business reviews, inspection mechanisms, and action plans tied to company and support priorities. - Drive workforce planning for your organization in partnership with Workforce Management, Recruiting, and Finance, including headcount planning, hiring targets, shift coverage, capacity modeling, and ramp assumptions. - Partner with managers to ensure high-quality performance management, coaching, career development, and retention across Technical Support Engineers and Technical Account Managers. - Serve as the senior escalation leader for critical customer issues, major incidents, and strategic accounts, ensuring the right staffing, communication, prioritization, and executive visibility. - Participate in and help shape the Technical Support leadership on-call model, acting as a senior incident leader for P0/P1 events and ensuring high-quality incident reviews, action tracking, and operational follow-through. - Own queue health and backlog strategy across your area, identifying systemic risk early and driving structural fixes rather than one-off interventions. - Build and evolve scalable operating mechanisms, SOPs, playbooks, routing models, escalation frameworks, and quality standards that improve consistency, speed, and customer outcomes. - Partner with Support Ops, Enablement, and Backline to identify trends across bugs, product gaps, process friction, and training opportunities, converting them into measurable improvement plans. - Raise the bar on knowledge quality and operational rigor by establishing expectations for documentation, runbooks, reusable learnings, and support readiness. - Represent Support in cross-functional forums with Product, Engineering, CS, and Sales, clearly articulating customer impact, operational risk, and the support implications of business decisions. - Act as a senior customer advocate, ensuring we deeply understand customer pain points, protect ARR at risk, and close the loop on critical issues with urgency and accountability. - Drive strategic projects that improve supportability, efficiency, tooling, and customer experience across multiple teams, not just within a single manager’s area. - Influence product and engineering priorities by surfacing patterns from escalations, incidents, and support data, and by ensuring Support has a strong voice in roadmap and release readiness discussions. - Own executive-level reporting for your area, including weekly, monthly, and quarterly business reviews; synthesize trends, risks, root causes, and recommendations for Directors, VPs, and cross-functional leaders. - Partner with Support Ops and BI teams to improve reporting infrastructure and metrics definitions across SFDC, Tableau, and related systems, ensuring decisions are grounded in trusted data. - Lead change management across your organization, aligning leaders and stakeholders around new workflows, tools, and behavioral expectations, and ensuring adoption sticks. - Proactively identify where the organization will break as scale increases, then design and implement the structures, processes, and leadership mechanisms needed ahead of that curve. - Act as the directly responsible individual for large cross-functional programs, aligning stakeholders on scope, milestones, dependencies, risks, and success criteria. What We’re Looking For: - Technical degree in Computer Science or Engineering preferred, or equivalent practical experience. - 6+ years of experience leading technical teams in fast-paced, high-volume support organizations, including meaningful experience managing managers or leading through a management layer. - Hands-on experience as an individual contributor in a technical support engineering, technical operations, or similarly technical role before moving into people leadership. - Demonstrated success running larger support organizations across multiple teams, business segments, or functions with measurable impact on customer and operational outcomes. - Proven experience handling complex escalations, incidents, and executive-facing customer situations with strong judgment and calm under pressure. - Strong track record of building, coaching, and retaining high-performing managers, senior ICs, and future leaders. - Ability to zoom in on operational details when needed and zoom out to drive organizational strategy, structure, and long-term scale. - Deep command of support metrics and service operations, including how to improve CSAT, SLA attainment, FCR, backlog health, escalation quality, and incident response effectiveness. - Experience translating support insights into cross-functional action with Product, Engineering, Customer Success, Sales, and Operations. - Strong analytical and business review skills; able to turn dashboards and raw data into clear narratives, decisions, and action plans. - Experience building and interpreting reporting in Salesforce, Tableau, Google Sheets, or similar tools. - Comfortable holding a high bar on performance, giving direct feedback, and making tough people decisions when needed. - Excellent verbal and written communication; able to influence senior stakeholders and represent Support credibly in executive and cross-functional settings. - Genuine passion for technical problem-solving, root cause analysis, and improving product reliability and supportability at scale. - Strong program and change management skills, with a track record of leading initiatives that required alignment across multiple teams. - High ownership, strong prioritization, and the ability to manage competing demands in ambiguous, fast-moving environments. - Flexible to support critical escalations and incidents after hours as needed. Preferred Qualifications: - Hands-on experience with Salesforce, including case management, reporting, dashboards, and workflow optimization. - Experience with Tableau or similar BI tooling for operational reporting and trend analysis. - Familiarity with Jira, Confluence, and knowledge management best practices. - Experience in data-driven support strategy, including segmentation, cohort analysis, and identifying leading indicators of customer risk. - Prior experience in IoT, telematics, fleet management, or related domains is a plus. 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](https://drive.google.com/file/d/1X9AbvQHki8zZCyjDjip1g0NtdZHcykJc/view?usp=drive_link). UK Candidate Privacy Notice [here](https://drive.google.com/file/d/1nqdWTJ7WJJikhj1Yhlo4jxDRA_6yXZbd/view). 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. Regarding US-based roles, depending on your role and primary work location, Motive Technologies, Inc. (“Employer”) discloses candidates may be required to execute a non-compete covenant with the Employer. This requirement does not apply to lawyers, interns, or employees working in CA, MN, MT, ND, OK, or where otherwise prohibited by law. Non-compete covenant terms in all other jurisdictions will be subject to the applicable statutory requirements, including but not limited to, procedures, industry related prohibitions, or salary and compensation thresholds. All job postings are for existing vacancies. Please note; some interviews or new-hire training sessions may be held in person at one of our global offices. ## About Motive ## Company Overview - **One-liner**: Motive provides an all-in-one, AI-powered fleet management and driver safety platform that helps over 100,000 companies manage their physical operations. - **Entity Type**: Private (venture-backed; no public ticker) - **Headquarters**: San Francisco, California, United States - **Founded**: Not publicly available in provided sources - **Founders**: Shoaib Makani (co‑founder, CEO) – other co‑founders not listed in provided sources ## Core Business - **Industries**: Fleet management, driver safety, workforce management, equipment monitoring, spend management. - **Target Customers**: B2B – enterprises and SMBs that operate commercial fleets or manage physical assets (e.g., transportation, logistics, construction, field services). - **Mission/Purpose**: “Transforming the physical economy” [gomotive.com](https://gomotive.com/company/careers/). ## Products & Services - **Fleet Management**: AI‑powered platform for tracking vehicles, optimizing routes, and managing compliance. - **Driver Safety**: Real‑time dashcams and AI alerts to reduce accidents and improve driver behavior. - **Workforce Management**: Tools for scheduling, time tracking, and managing drivers and staff. - **Equipment Monitoring**: IoT‑based tracking and diagnostics for trailers, trailers, and other assets. - **Spend Management**: Fuel card, expense tracking, and invoicing solutions to control costs. All products are part of a fully integrated suite [gomotive.com](https://gomotive.com/). ## Market Standing - **Valuation**: Not disclosed in provided sources. - **Key Metric**: Headcount – more than 4,000 employees globally [gomotive.com](https://gomotive.com/company/careers/). - **Notable Investors/Partners**: Not listed in provided sources. - **Growth Signals**: - 100,000+ customers [gomotive.com](https://gomotive.com/company/careers/). - Recognized on the **Forbes Top Cloud 100** list. - Named a **Best Remote Large Places to Work** by Fortune, **Best Company for Career Growth** by Comparably, and **Best Workplaces in Technology** by Great Place to Work [gomotive.com](https://gomotive.com/company/careers/). ## Competitive Advantages - **Integrated AI‑Driven Suite**: Combines hardware (dashcams, IoT sensors) with software in a single platform, offering a unified view of fleet operations. - **Scale and Brand Trust**: Serving over 100,000 companies, with a strong industry reputation and multiple workplace awards. - **Remote‑First Culture**: Attracts top global talent by offering a flexible work model supported by robust perks and development programs. ## Strategic Focus - Deepening AI capabilities across all products to improve safety, efficiency, and cost control. - Expanding global footprint through ten office locations and a remote‑first hiring approach. - Continuous investment in employee growth and diversity initiatives to sustain innovation. ## Why Work Here - **Flexibility**: Fully remote, hybrid, or in‑office options with a work‑from‑home stipend. Offices in San Francisco, Nashville, Buffalo, Vancouver, London, Mexico City, Taipei, Lahore, Islamabad, and Bengaluru [gomotive.com](https://gomotive.com/company/careers/). - **Benefits**: Competitive salaries, health/vision/dental insurance, mental health support, generous PTO, enhanced parental leave, retirement plan, and referral bonuses [gomotive.com](https://gomotive.com/company/careers/). - **Development**: Leader Academy, Engineering Academy, transparent career paths, quarterly mentorship meetups, and inclusive leader training [gomotive.com](https://gomotive.com/company/careers/). - **Culture**: Employee resource groups (AAPI, Keep Parenting, Melanin, MoPride, Women, DNA, Veterans), diversity‑focused recruiting events, and a supportive, inclusive environment where 96% of employees feel they have supportive working relationships [gomotive.com](https://gomotive.com/company/careers/). ## Sources 1. [gomotive.com – Careers page](https://gomotive.com/company/careers/) 2. [gomotive.com – Company page](https://gomotive.com/company/) 3. [gomotive.com – Homepage](https://gomotive.com/) 4. [gomotive.com – Job openings](https://gomotive.com/company/careers/jobs/) 5. [gomotive.com – Leadership page](https://gomotive.com/company/leadership/) ## Other roles at Motive - [Order Management Specialist, Returns](https://feeny.ai/job/order-management-specialist-returns-motive-islamabad-qdz2ebyryr51) — Islamabad, Pakistan - [GTM Strategy & Operations Manager- Special Projects](https://feeny.ai/job/gtm-strategy-operations-manager-special-projects-motive-united-states-sjdgnqsaqvh3) — United States - [Sales Engineer](https://feeny.ai/job/sales-engineer-motive-mexico-city-abfmt5emn40k) — Mexico City, Mexico - [Order Management Specialist, Operations](https://feeny.ai/job/order-management-specialist-operations-motive-islamabad-386e403skhvj) — Islamabad, Pakistan / Lahore, Pakistan - [Senior Order Management Specialist](https://feeny.ai/job/senior-order-management-specialist-motive-islamabad-2kcje2p1ktq6) — Islamabad, Pakistan / Lahore, Pakistan - [Director, Product Strategy & Monetization](https://feeny.ai/job/director-product-strategy-monetization-motive-united-states-5dne70dgcxmc) — United States - [Senior Manager, People Operations](https://feeny.ai/job/senior-manager-people-operations-motive-united-states-kr513w71x3c4) — United States - [Installations Specialist](https://feeny.ai/job/installations-specialist-motive-united-states-y24qxnvtd9ct) — United States - [AVP, Customer Success - Enterprise and Strategic Accounts](https://feeny.ai/job/avp-customer-success-enterprise-and-strategic-accounts-motive-united-states-016nvpfj8ytq) — United States / Austin, TX / Nashville, TN / San Francisco, CA - [Area Vice President - Strategic](https://feeny.ai/job/area-vice-president-strategic-motive-united-states-austin-tx-san-francisco-ca-1qj3rqa7087v) — United States / Austin, TX / San Francisco, CA