Director, Customer Engineering

Motive

12h•$231,000 - $317,000

About The Position

Motive’s Customer Engineering team is a post-sales technical solutions function supporting its largest, most strategic, and business-critical customers. The Director, Customer Engineering leads and develops Customer Engineers who turn difficult operational problems into working solutions using Motive products, supported APIs, data, reporting, and automation. This hands-on technical leadership role combines people leadership, technical judgment, and customer-facing problem solving to deliver measurable customer value. The Director sets engagement priorities, maintains high standards for solution quality, helps resolve complex customer problems, validates effective solutions, and ensures clear ownership after handoff. Successful customer work is also developed into reusable expertise for Motive customers and the broader Solutions Engineering organization.

Requirements

At least 5 years of experience leading and developing customer-facing technical professionals, with a track record of building team capability and maintaining high delivery standards.
Strong experience in Solutions Engineering, technical consulting, post-sales engineering, or a comparable customer-facing function; understands the difference between demonstrating a solution and delivering one.
Credible technical depth in enterprise SaaS, API-based capabilities, data analysis, automation, integrations, advanced product configuration, and troubleshooting product behavior.
Experience turning ambiguous customer problems into delivered solutions with clear adoption and measurable business results.
Ability to coach practitioners in customer discovery, technical problem solving, stakeholder management, solution validation, and evidence-backed documentation.
Strong judgment about priorities, scope, supportability, and talent development.
Ability to work directly with customer executives, IT leaders, frontline operators, and account stakeholders while influencing internal Product and Engineering teams.
Experience establishing operating models, engagement rules, prioritization frameworks, delivery standards, or other mechanisms that help a technical function scale.
Strong communication and cross-functional collaboration skills, with the ability to create clarity across Customer Success, Implementation, Sales, Solutions Engineering, Product, and Engineering.
Must be authorized to receive and access commodities and technologies controlled under U.S. Export Administration Regulations.

Nice To Haves

Fleet management, transportation, safety, telematics, IoT, or other physical-operations industry experience.

Responsibilities

Lead and develop Customer Engineers, setting expectations for technical quality, customer accountability, collaboration, documentation, and measurable outcomes.
Build a culture of technical curiosity, practical problem solving, thoughtful prioritization, and reusable knowledge.
Prioritize strategic customer engagements that can increase realized value, resolve operational gaps, reduce displacement risk, or support broader adoption.
Ensure each engagement has a defined business problem, customer sponsor, feasible solution path, success measures, and owner after handoff.
Guide the most complex customer engagements, including discovery, solution design, technical validation, stakeholder alignment, and outcome measurement.
Define and evolve the team’s engagement model, intake process, capacity planning, technical standards, delivery expectations, and handoff practices.
Establish an operating cadence for reviewing progress, capacity, quality, and outcomes.
Measure solutions delivered and adopted, documented customer value, recurring technical barriers removed, reusable solution patterns, customer-backed product insights, and contributions to retention or expansion.
Connect customer-validated needs and technical evidence to Product and Engineering.
Coordinate ownership with Customer Success, Implementation, Sales, account teams, and presales Solutions Engineering.
Turn proven solutions into repeatable workflows, guidance, and enablement for the wider field.