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: Motive is looking for an experienced Associate Manager of Technical Support to join our Global Technical Support Engineering organization. In this role, you will be focused on leading a growing team of highly technical field engineers in addition to leading strategic projects. Developing the team’s technical knowledge and soft skills through regular meetings, objectives, and on-the-job coaching will be a critical function of the position. Motive is rapidly growing and will continue to scale at a fast pace What You’ll Do: - 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. What We’re Looking For: - Minimum 2-3 years of experience in a leadership role. - Excellent verbal and written communication skills and the ability to work effectively in a team environment. - Knowledge in the Motives product line. - Excellent presentation skills coupled with a strong leadership presence. - Communication is a core strength. Heavy focus on using data to articulate a story or an issue. - Excellent time management skills and a strong sense of urgency. - Initiative and desire to learn new skills/technologies and remain up-to-date with the latest trends; a real passion for solving technical problems. - Experience working with and improving Support ticketing systems, tools, and processes - Flexibility to handle critical cases after hours as needed. - Ability to communicate complex ideas effectively verbally and in writing with both customers and internal stakeholders. - Preferred Skill Set: SFDC Reporting, Tableau, GSuite/MS Office, Data Analytics, etc. 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.

Trinetix is looking for a skilled Full Stack Tech Lead. Join our team at Trinetix and collaborate on a project with a global telecommunications leader operating one of the world’s most reliable Internet backbones across more than 100 countries. The company delivers high-performance connectivity solutions and works with enterprise customers worldwide. In this role, you will be the most senior operational figure on the support team and the primary point of escalation for all critical incidents. This is a hands-on role combining direct technical work with team coordination, ensuring overall queue health and SLA compliance. What You’ll Do: Operational & Technical responsibilities: - Own P1/P2 critical incident response—acknowledge within 30 min, drive to resolution, and conduct post-mortems. - Perform code-level investigation and fixes for highest-complexity issues. - Conduct root cause analysis (RCA) for complex and recurring incidents. - Support AI-driven and automated workflows through production debugging and log analysis. - Mandatory On-Call Rotation: Cover P1/P2 incidents outside business hours (nights and weekends) in rotation with the counterpart Tech Lead in Ukraine. Strategic & Leadership responsibilities: - Lead daily operations: ticket triage, assignment to L1/L2, and escalation management. - Participate in the Change Advisory Board (CAB), release planning, and post-deployment validation. - Coordinate knowledge transfer from incumbent vendors and own the team’s Knowledge Base (KB) quality. - Mentor Java + DevOps engineers and L1 support engineers to drive technical excellence. - Manage weekend release activities and coordination (several times per year). About You: - 5+ years of experience in application support or software engineering with heavy support responsibility. - Prior experience as a Tech Lead or Senior Engineer in managed services is highly preferred. - Ability to work independently and make critical decisions under pressure during production outages. - Strong communication skills to simplify technical concepts for clients and stakeholders. - Structured, detail-oriented, and well-organized approach to incident management. - Fluent English is required for all tickets, escalations, and global communication. Core Competencies & Technical Skills: - Java Expert: Proficient in SpringBoot, JBoss/WildFly, and Java 6–17 (production debugging and hotfix deployment). - Database Mastery: Oracle 11g and MS SQL Server (query writing, execution plan analysis, and stored procedures). - Cloud & DevOps: Hands-on with AWS (Lambda, RDS, S3, CloudWatch) and CI/CD tools (GitLab, Docker, Kubernetes). - Observability: Experience with Datadog for dashboards, alert configuration, and log correlation. - ITSM Knowledge: Proficient in ServiceNow for incident, problem, and change management workflows. What We Offer: - Opportunity to work on a global telecom project with real business impact. - International environment and cross-functional collaboration. - Continuous learning and career growth opportunities. - Professional training and language classes. - Medical insurance and mental health support. - Flexible working hours. - Benefits program covering sports, hobbies, and well-being. - Inclusive and supportive company culture. About Us: Established in 2011, Trinetix is a dynamic tech service provider supporting enterprise clients around the world. Headquartered in Nashville, Tennessee, we have a global team of over 1,000 professionals and delivery centers across Europe, the United States, and Argentina. We partner with leading global brands, delivering innovative digital solutions across Fintech, Professional Services, Logistics, Healthcare, and Agriculture. Our operations are driven by a strong business vision, a people-first culture, and a commitment to responsible growth. We actively give back to the community through various CSR activities and adhere to international principles for sustainable development and business ethics. https://www.trinetix.com/corporate-policies/privacy-notice

• Provides ongoing third-level technical support to field engineers and troubleshoots problems on equipment. • Provides field support for new product introductions & installations. • Provides instruction on new adjustments, repairs, upgrades and troubleshooting procedures, including guidance in utilization of available sources of information. • May audit accounts/equipment for performance and ensure proper maintenance, report on others work to ensure it meets company standards, and report findings on the SAR. • Escalates issues in a timely manner that minimizes customer downtime. • Informs Canon USA Management on escalation status. • Frequently utilizes SAR, imPACT, RCCA and CRM, Maintenance Assist, Remote Assist & ADAM. • Maintains and updates problem records and reports any resolved/unresolved problems. • Organizes and disseminates information so that other engineers can perform their duties more efficiently. • Creates documents, and inputs updated technical information to maintain knowledge database, Core Competencies/technical publications. • Trains other engineers in the use of tools, working methods, and technical tips to improve performance. • Troubleshoots MICR issues and answers MICR related questions. • Ensures all tasks, regardless of owner, are completed in a timely fashion (RCCA). • Completes Bundle upgrades confidently and in a timely manner. • Must understand and show competence in Media related issues and be able to discuss the interaction between Ink & Media. • Full understanding of ORS and utilizes its dashboard functionality on a regular basis. • Achieves and improves the performance targets for the current strategic products and proceeds post-sales support for all assigned products. • Interfaces with development, factory engineers or third party vendors for technical information. • Reports to PSO field obstacles (documentation, product defect, logistics) to team lead(s).

• Provide exceptional end-to-end support for issues related to account upgrades, provisioning, and the Provisioning Asset Group (PAG) • Apply advanced troubleshooting techniques and utilize AI-powered diagnostic tools to resolve escalated cases • Own customer issues via engineering interface to resolve technical bugs • Utilize a broad technical toolkit including Salesforce, Jira, SQL, and internal Docusign logging systems • Promote Docusign products and services through consultative evaluation • Partner with cross-functional teams to ensure alignment on customer success plans