Hiring: Senior Manager, Technical Support Engineer
Company: Motive
Location: Pakistan / Remote
Employment Type: Full-Time
Seniority Level: Senior Manager
Estimated Salary: PKR 450,000 - PKR 750,000 per month (Market standard for senior leadership in multinational tech firms)
Industry: Software Development / IoT & Fleet Management
Company Overview
Motive empowers the physical operations economy by providing comprehensive, AI-driven tools that integrate safety, operations, and finance into a unified ecosystem. Serving nearly 100,000 customers—ranging from small businesses to Fortune 500 enterprises—Motive's platform offers unprecedented visibility and control over vehicles, drivers, equipment, and fleet spending.
By automating manual tasks and simplifying complex workflows, the organization helps industries like logistics, construction, and manufacturing become safer and more profitable. Motive is a global leader committed to innovation, diversity, and scaling support excellence through high-performance engineering cultures.
Key Responsibilities
Organizational Leadership: Lead and scale a high-impact Tier 2/Tier 3 Technical Support organization, overseeing performance, org design, and execution across SMB, Mid-Market, and Strategic enterprise segments.
Operational Excellence: Own core support metrics including CSAT, SLA compliance, First Contact Resolution (FCR), and backlog health, ensuring a predictable and high-quality operating rhythm.
Talent Development: Manage and mentor a layer of managers and senior individual contributors, establishing leadership capability, succession depth, and clear performance accountability.
Workforce Strategy: Partner with Finance and Recruiting to drive workforce planning, headcount modeling, capacity assumptions, and global shift coverage strategies.
Incident & Escalation Management: Serve as the senior leader for critical customer incidents (P0/P1), ensuring executive visibility, rapid resolution, and high-quality post-incident operational reviews.
Cross-Functional Partnership: Act as a strategic partner to Product, Engineering, and Sales teams, influencing roadmaps by surfacing patterns from escalations and advocating for product supportability.
Executive Reporting: Synthesize complex support data into structured weekly, monthly, and quarterly business reviews for Directors and VPs, grounding organizational decisions in trusted data.
Experience & Qualifications
Senior Leadership Pedigree: Proven experience managing managers and large, multi-pod technical support organizations within a global SaaS or high-growth technology environment.
Strategic Execution: Demonstrated ability to operate at multiple altitudes—guiding hands-on execution during critical customer moments while shaping long-term organizational strategy.
Change Management: Expert-level ability to lead teams through organizational changes, aligning stakeholders around new workflows, specialized tools, and performance expectations.
Customer Advocacy: Strong background as a senior customer advocate, particularly in protecting ARR at risk and resolving friction for strategic enterprise-level accounts.
Export Compliance: Must be authorized to access and receive technologies controlled under U.S. Export Administration Regulations (EAR).
Technical Skills Required
Advanced proficiency in support infrastructure and BI tools, including Salesforce (SFDC), Tableau, and specialized workforce management software.
Deep understanding of capacity modeling, technical support routing models, and automated escalation frameworks.
Experience in designing and implementing scalable SOPs, playbooks, and runbooks for Tier 2/3 engineering environments.
Proficiency in analyzing incident data and bugs to drive structural product improvements and training opportunities.
Apply Now
If you are a visionary technical support leader ready to drive operational excellence at a global scale, we invite you to join our leadership team. Review the full requirements and coordinate your application through our secure career portal.