● Determine how to troubleshoot support issues related to Motive’s Public API and Frontend category – what
changes need to be made to underlying data/process and how to apply them with minimal user disruption.
● Assist Tier 1 customer service representatives, Key Account CSMs, and Channel Partner Team with
escalated issues
● Determine root cause of errors/bugs –use the data and tools we have to trace the origin of data
inconsistencies and bugs and report them to the engineer.
● Perform analysis of data to determine impact/prevalence of issues – use analytics tools like Looker.
● Utilize tools developed by the engineering team to modify erroneous user/driver’s data for resolving
support issues.
● Speak with customers if needed for escalated, urgent inquiries to minimize customer churn.
● Create & Contribute to Knowledge base & documentation
● Provide technical training to other members of Support and teams within the company
● Assist Tier 1 SW agents with technical questions and provide constructive feedback for training purposes
changes need to be made to underlying data/process and how to apply them with minimal user disruption.
● Assist Tier 1 customer service representatives, Key Account CSMs, and Channel Partner Team with
escalated issues
● Determine root cause of errors/bugs –use the data and tools we have to trace the origin of data
inconsistencies and bugs and report them to the engineer.
● Perform analysis of data to determine impact/prevalence of issues – use analytics tools like Looker.
● Utilize tools developed by the engineering team to modify erroneous user/driver’s data for resolving
support issues.
● Speak with customers if needed for escalated, urgent inquiries to minimize customer churn.
● Create & Contribute to Knowledge base & documentation
● Provide technical training to other members of Support and teams within the company
● Assist Tier 1 SW agents with technical questions and provide constructive feedback for training purposes
