Senior Technical Support Representative, Tier 1 New United States - Buffalo, New York

Senior Technical Support Representative, Tier 1

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.

As a Senior Technical Support Representative (USA), 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 :

Motive is an equal opportunity employer and welcomes people of different backgrounds, experiences, abilities and perspectives.

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