• Provide day-to-day management for direct reports, ensuring they can be successful in assigned performance objectives. • Setting team goals in alignment with Technical Support objectives, and assisting direct reports in the definition and attainment of individual goals. • Advocating for customers and defining ways to contribute to the customer experience continually. • Key partner to product teams and development teams, collaborating with engineering to resolve core product issues. • Partner with the support operations and delivery teams to identify, monitor, and report trends. • Build, implement, and improve internal reporting and other processes to optimize team productivity. • Serve as the top-line escalation point for high-priority support cases, including overall triage and management. • Deliver strategic projects on a timely basis. • Report metrics and case management updates to the Technical Support Manager and Director. • Speak with customers, if needed, for escalated and urgent inquiries to minimize customer churn. • Provide a 360 loopback to Product and Engineering. • Create & Contribute to the knowledge base & documentation of the resources and processes. • Shared responsibility for Manager On-Call duties as part of a schedule with the other Technical Support Managers. • Proven ability to showcase change and impact on key org-level initiatives. • Learn quickly and adapt to Motive’s process and translate it into their own interactions with the team.

• Assist customers in maximizing the benefits of PVcase software • Educate customers and provide access to knowledge resources • Guide users through troubleshooting projects via chat, email, and calls • Onboard new users when necessary • Leverage solar design and development expertise to identify discrepancies • Contribute to the development of self-serve educational resources for users

• Be the technical backbone of our Support team - troubleshoot complex product, integration, and data stack issues for customers. • Reduce Engineering dependency through deep debugging and clear, complete root-cause analyses (RCAs). • Collaborate cross-functionally with Product, Engineering, and Customer Success to resolve escalations. • Strengthen processes by building reusable documentation, playbooks, and automation that scale support quality. • Champion the customer experience — resolve every issue with speed, clarity, and empathy. • Continuously learn and grow as a product and data expert across tools like Fivetran, Snowflake, Databricks, dbt, and beyond.

• Provide technical support to our clients, offering solutions with empathy and proactivity • Handle support requests via ticketing system and, occasionally, by video call • Answer customers' questions and issues, handling multiple tickets simultaneously • Log, categorize, and prioritize tickets according to defined SLAs • Perform tests on the platform to validate issues and inquiries • Escalate more complex issues to higher support levels when necessary • Analyze and debug code (with guidance for more complex cases) • Collaborate with multiple teams across the company such as consulting, engineering, and Customer Success • Follow up on open issues with the engineering team and update customers on progress • Attend team and company meetings and events, including remote meetings • Contribute to achieving individual KPIs and team objectives • Develop technical content (solution documentation, FAQs, etc.) • Act as a partner to our clients, seeking to understand their needs and provide the best possible support