Technical Support & Solutions Specialist

Motive

1d • Remote

About The Position

This role serves as the primary technical point of contact for customers, responsible for handling inquiries with professionalism and ownership. The specialist will deliver best-in-class technical support and troubleshooting, aiming to resolve issues quickly and effectively within agreed SLA’s. Collaboration with Professional Services for field upgrades/patches and engagement with Product R&D teams for in-depth technical analysis and long-term solutions are key aspects. The position also involves creating and maintaining high-quality knowledge base articles, conducting informal training, and capturing lessons learned. Continuous improvement of products, services, and internal processes is expected. Motive is the world's leading provider of device and service management solutions. Our Device Management Software enables communication service providers to remotely manage multiple brands and types of home broadband access devices. Our Service Management Software improves customer care service, with coverage spanning more than 150 deployments around the globe and more than 1 billion devices under management.

Requirements

• A Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field
• Strong experience in software implementation, system integration, and technical support
• Working knowledge of programming languages such as Java, Python, and SQL, as well as APIs and data integration tools
• Excellent analytical and problem-solving skills, with the ability to diagnose and resolve complex technical issues
• Clear and confident communication skills—able to explain technical topics to both technical and non-technical audiences; fluency in English
• A proactive, customer-centric mindset with a proven ability to build long-term client relationships
• Comfort working with complex business solutions and collaborating across multiple teams
• Willingness to participate in a 24x7 on-call rotation

Nice To Haves

• Certifications (related to Bachelor’s degree field)
• Experience with Home Device Manager or IMPACT products

Responsibilities

• Act as the primary technical point of contact for customers, handling inquiries with professionalism and ownership
• Deliver best-in-class technical support and troubleshooting, resolving issues quickly and effectively within agreed SLA’s
• Collaborate closely with Professional Services to plan and execute field upgrades or patches when needed
• Engage with Product R&D teams for in-depth technical analysis and long-term solutions
• Create and maintain clear, high-quality knowledge base articles for both internal and external audiences
• Share your expertise by conducting informal training sessions and capturing lessons learned across teams
• Stay up to date with industry trends, emerging technologies, and best practices
• Actively contribute to the continuous improvement of our products, services, and internal processes

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 251-500 employees