Senior Manager, Technical Support Engineering

Remote - Islamabad & Lahore · Remote · Management

Listed on Motive’s own careers site. You apply with them directly — we never stand between you and the employer.

What this role is

This role leads a significant portion of Motive's Tier 2/Tier 3 technical support organization, managing multiple teams across customer segments while owning performance metrics, organizational design, and cross-functional partnerships. It suits experienced support leaders who combine hands-on technical judgment with strategic capability to scale operations and build management depth.

Our summary, not Motive’s wording. The full posting is on their site.

Skills this role names

What they ask for

Required

6+ years leading technical teams in high-volume support organizations with management or management-layer experience
Hands-on individual contributor background in technical support engineering or technical operations
Success running larger support organizations across multiple teams or business segments with measurable customer and operational impact
Experience handling complex escalations, incidents, and executive-facing customer situations
Track record building, coaching, and retaining high-performing managers and senior ICs
Ability to operate at multiple levels: detailed execution and organizational strategy
Deep knowledge of support metrics (CSAT, SLA, FCR, backlog health, escalation quality, incident response)
Ability to translate support insights into cross-functional action with Product, Engineering, Customer Success, Sales
Strong analytical and business review skills; able to create narratives and action plans from data
High performance standards, direct feedback capability, and willingness to make tough people decisions
Excellent verbal and written communication; credible influencing of senior stakeholders
Passion for technical problem-solving, root cause analysis, and product reliability
Program and change management skills across multiple teams
High ownership, prioritization, and ambiguity tolerance
Flexibility to support critical escalations and incidents after hours

Nice to have

Technical degree in Computer Science or Engineering
Hands-on Salesforce experience including case management, reporting, dashboards, and workflows
Tableau or similar BI tooling for operational reporting
Familiarity with Jira, Confluence, and knowledge management best practices
Data-driven support strategy experience including segmentation and cohort analysis
Prior experience in IoT, telematics, fleet management, or related domains