Opportunity at
MotiveSenior Manager, Technical Support Engineering
Motive is hiring a Senior Manager for Technical Support Engineering who will oversee a large part of its Tier 2 and Tier 3 technical support organization…
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About This Role
Motive is hiring a Senior Manager for Technical Support Engineering who will oversee a large part of its Tier 2 and Tier 3 technical support organization inside Global Support. The leader is accountable for performance, operating cadence, organizational design, and delivery across several teams and customer segments, including SMB, MMC, and ENT/STRAT. The role is listed as on-site in Pakistan. The Senior Manager supervises managers, senior individual contributors, and specialist…
Job Description
Motive is hiring a Senior Manager for Technical Support Engineering who will oversee a large part of its Tier 2 and Tier 3 technical support organization inside Global Support. The leader is accountable for performance, operating cadence, organizational design, and delivery across several teams and customer segments, including SMB, MMC, and ENT/STRAT. The role is listed as on-site in Pakistan.
The Senior Manager supervises managers, senior individual contributors, and specialist groups spanning both technical support and technical account management. Results are measured through CSAT, SLA attainment, first-contact resolution, backlog health, escalation quality, and readiness for incidents. The work mixes close involvement during critical customer moments with longer-range design of structure, processes, tooling, and cross-team priorities.
Other duties include planning staffing alongside Workforce Management, Recruiting, and Finance, acting as the senior escalation owner for major incidents and strategic accounts, and acting as the senior incident lead on P0 and P1 events. The leader also builds playbooks, routing models, and quality standards, reviews business performance with directors and vice presidents, and represents Support when Product, Engineering, Customer Success, and Sales make decisions about roadmap and releases.
Applicants should have six or more years leading technical teams in high-volume support, including at least one layer of managers beneath them, and a calm, sound approach to complex escalations. A degree in computer science or a related engineering discipline is preferred. Occasional after-hours coverage for critical escalations and incidents is expected.
Responsibilities
- Hold accountability for performance, staffing, and organizational health across pods or business segments
- Develop managers and senior individual contributors so there is succession depth and clear accountability
- Set the operating rhythm with goals, business reviews, inspections, and action plans
- Plan capacity and headcount alongside Workforce Management, Recruiting, and Finance teams
- Serve as the senior escalation owner for urgent problems, large incidents, and key accounts
- Own queue and backlog strategy, correcting systemic risk through structural fixes
- Design SOPs, playbooks, routing models, and escalation frameworks that improve consistency and speed
- Turn bug, product gap, and process patterns into measurable plans, together with Enablement, Support Ops, and Backline
- Prepare executive reporting and drive change management across the area
Requirements
- Six or more years leading technical teams in fast, high-volume support, including managing managers
- Practical background as an individual contributor in support engineering or technical operations before moving into management
- Track record running large support organizations across several teams or segments
- Practice in managing tough escalations, incidents, and customer situations that involve executives
- Strong history of building, coaching, and keeping high-performing managers and senior ICs
- Fluency in incident response, escalation quality, backlog health, FCR, SLA attainment, and CSAT
- Able to convert dashboards and raw figures into plain-language stories and next steps, using Salesforce, Tableau, or Google Sheets
- Willingness to give direct feedback and make hard people decisions
- Strong communication with senior stakeholders
- Proficiency in program and change management
- Availability to support escalations and incidents after hours
Qualifications
- A degree in computer science or a related engineering discipline, or equivalent practical experience (preferred)
- Hands-on Salesforce work, including case management, dashboards, and workflow tuning
- Working knowledge of Tableau or comparable BI software
- Comfort with Jira, Confluence, and knowledge base practices
- Analytics-led support planning: segmentation, cohort analysis, and early-warning signals of customer risk
- Background in IoT, telematics, fleet operations, or adjacent areas
Core Skills
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Where is this job based?
The posting lists Pakistan as the location and describes the role as on-site.
How much leadership experience is required?
At least six years leading technical teams in high-volume support, including managing managers.
Is after-hours work expected?
Yes. Availability for urgent escalations and incidents outside normal hours is part of the role.
Is a degree required?
A degree in computer science or a related engineering discipline is preferred, and equivalent practical experience is accepted.
Sample Interview Questions
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