• Delivers daily on-site and/or remote support for end users, including workstations, peripherals, mobile devices, and standard enterprise applications • Installs, configures, and maintains IT equipment (PCs, laptops, printers, VoIP phones, conference room systems) in accordance with approved standards and security policies • Supports operating systems (e.g., Windows 10) and common enterprise software (e.g., Microsoft Office), including patching and configuration changes under change control • Performs advanced diagnostics and root cause analysis, implementing long-term corrective actions to reduce repeat incidents • Manages tickets in the IT service management (ITSM) tool, ensuring accurate logging, prioritization, documentation, and timely closure • Maintains accurate asset and configuration records, supporting inventory, lifecycle tracking, and preparation of equipment for transfer or disposal • Participates in IT projects and deployments (e.g., hardware refreshes, OS/application rollouts), including imaging, staging, testing, and cutover support • Adheres to and promotes IT security, privacy, and safety policies, supporting audits and compliance requirements as needed • Other duties as assigned.

Who we are: Motive empowers the people who run physical operations with tools to make their work safer, more productive, and more profitable. For the first time ever, safety, operations and finance teams can manage their drivers, vehicles, equipment, and fleet related spend in a single system. Combined with industry leading AI, the Motive platform gives you complete visibility and control, and significantly reduces manual workloads by automating and simplifying tasks. Motive serves nearly 100,000 customers – from Fortune 500 enterprises to small businesses – across a wide range of industries, including transportation and logistics, construction, energy, field service, manufacturing, agriculture, food and beverage, retail, and the public sector. Visit gomotive.com to learn more. About the role: The Technical Support Engineer role is a Subject Matter Expert that manages, tracks, diagnoses, and troubleshoots the cases in Technical Support. They also train, educate, assist, and guide other employees within Support and across the company. An important aspect is to identify and alert the necessary stakeholders on larger issues and trends and understand the magnitude and scope of the problems before working with the Technical Lead. What You'll Do: - Communicate with customers about reported issues, escalated cases, and urgent inquiries to minimize customer churn - Utilize tools developed by the engineering team to modify user/vehicle data for resolving support issues - Perform data analysis to assess the impact and prevalence of issues using analytics tools like Grafana, DataDog, Redash, AWS Cloudwatch, and Pendo - Determine how to resolve support issues by identifying changes needed in data, hardware, or processes, and applying them with minimal user disruption - Determine root causes of errors/bugs using available data and tools, and report them to the Technical Leads - Exceed customer expectations in terms of quality, timeliness, documentation, resolution, and overall customer experience - In-depth knowledge of Motive products and features, with expertise in navigating the Motive Front End Dashboard and Backend Console - Build trusting relationships with customers through open and interactive communication over the phone, chat, and emails - Provide constructive feedback and write Knowledge-base articles to share knowledge and support other team members What We're Looking For: - 2-3 years of experience in Customer Support, Technical Support, or Software Development, preferably in customer-facing roles - Bachelor's Degree in Computer Science/Engineering (Software, Electrical, Electronics) or equivalent practical experience - Understanding of RESTful APIs, SQL, Developer Knowledge, and OAuth 2.0. - Intermediate-level expertise in any programming language (e.g., Python, C++, C#, Ruby) - Familiarity with the software development process and understanding of tools for SAAS-based products - Proficient technical skills for analyzing crucial data points and ability to perform in-depth root cause analysis - Familiarity with hardware and firmware level troubleshooting - Share knowledge and mentor technical support engineers to foster a collaborative and high-performing team environment - Excellent written and verbal communication skills - Flexibility to participate in on-call rotation Creating a diverse and inclusive workplace is one of Motive's core values. We are an equal opportunity employer and welcome people of different backgrounds, experiences, abilities and perspectives. Please review our Candidate Privacy Notice here. UK Candidate Privacy Notice here. The applicant must be authorized to receive and access those commodities and technologies controlled under U.S. Export Administration Regulations. It is Motive's policy to require that employees be authorized to receive access to Motive products and technology.

Troubleshoot technical issues, maintain customer satisfaction, and develop expertise in security products. Collaborate with teams to provide feedback and create knowledge base articles for ongoing product improvement and support.

Snyk is the leader in secure AI software development, helping millions of developers develop fast and stay secure as AI transforms how software is built. Our AI-native Developer Security Platform integrates seamlessly into development and security workflows, making it easy to find, fix, and prevent vulnerabilities — from code and dependencies to containers and cloud. Our mission is to empower every developer to innovate securely in the AI era — boosting productivity while reducing business risk. We’re not your average security company - we build Snyk on One Team, Care Deeply, Customer Centric, and Forward Thinking. It’s how we stay driven, supportive, and always one step ahead as AI reshapes our world. Why this role: As our technical support engineer, you will be talking directly to active and prospective Snyk customers every day. You’ll join our Customer Success team, and you’ll work directly alongside our talented engineering team to help solve the most complex issues. You’ll spend your time: - Answering our users’ questions through email, chat, and GitHub issues. - Understanding, reproducing and (where you can) resolving the issues that our customers encounter. - Diving into our codebase to figure out where the issue lies and what a good solution might look like. - Escalating to engineering to resolve highly technical issues. - Ensuring that every user facing an issue knows exactly when they’ll hear back from us and how we’re doing with solving their problem. - Listening to our users’ needs, keeping track of recurring requests, and representing their voice in product prioritization discussions. - Improving our support processes, so that as we continue to grow we can keep providing prompt and delightful service. As the main point of contact for our customers, you’ll play a critical role in building and maintaining their trust. You will need to balance the needs of our enterprise customers with those of our self-service online users, so that we can build a sustainable business while also contributing to the open source community. - You’ll have the opportunity to shape what best-in-class technical support looks like, and to help us get there. That could be through writing customer documentation and FAQs, or developing your technical skills by working on tooling for the Customer Success & Support team, for example dashboards or integrations between tools we already use (like Slack, Intercom, and Jira). - Over time, we’d love for you to lead the support aspects of our Customer Success team, or to transition into a developer role in the broader company. What You’ll Need: - You love helping people, and care deeply about providing an excellent customer experience. - You take a logical approach to solving problems and prioritization. - You are a clear communicator, both verbally and in writing, and you enjoy explaining things to others. - You are curious: you love to explore new challenges, but know when you need guidance from someone with more domain experience. - You’re interested in security or open source software, and you believe in our mission. We’d be Lucky if You: - You’re interested in developing your technical skills: you’re excited about working with others’ code, and you have used GitHub or other source control tools. - You have previous experience working closely with technical teams. Perhaps you’ve provided support for a technical product, worked in QA, or are taking your first steps to becoming a software engineer. #LI-WR1 Compensation: 63,350-79,188 CAD We care deeply about the warm, inclusive environment we’ve created and we value diversity – we welcome applications from those typically underrepresented in tech. If you like the sound of this role but are not totally sure whether you’re the right person, do apply anyway! About Snyk Snyk is committed to creating an inclusive and engaging environment where our employees can thrive as we rally behind our common mission to make the digital world a safer place. From Snyk employee resource groups, to global benefits that help our employees prioritize their health, wellness, financial security, and a work/life blend, we aim to support our employees along their entire journeys here at Snyk. Benefits & Programs - Prioritize health, wellness, financial security, and life balance with programs tailored to your location and role. - Flexible working hours, work-from home allowances, in-office perks, and time off for learning and self development - Generous vacation and wellness time off, country-specific holidays, and 100% paid parental leave for all caregivers - Health benefits, employee assistance plans, and annual wellness allowance - Country-specific life insurance, disability benefits, and retirement/pension programs, plus mobile phone and education allowances