• Email, Chat and Voice Support - Answer inbound inquiries coming through Motive’s support hotline, live chat feature or support email address during Pacific Standard Time business hours • Customer Service Analysis - collect customer support requests and bugs and relay findings to the product and engineering teams to address these issues • System Evaluation - evaluate our existing tools and work with engineering to develop tools to enable this function to scale

Role Description We are seeking a Senior Technical Support Engineer to actively participate in advanced technical support operations for our market in Japan regarding our SIEM and cybersecurity platform. This role is responsible for customer escalations, complex break-fix troubleshooting, and operational excellence. The ideal candidate has deep technical expertise and thrives in high-severity incident scenarios. Technical & Escalation Management: - Act as the primary escalation point for critical and high-impact customer issues - Lead and perform hands-on troubleshooting for complex break-fix scenarios involving: - SIEM pipelines, log ingestion, parsing, normalization - Network security, IDS/IPS, endpoint, and cloud telemetry - Performance, scalability, and data integrity issues - Participate directly in support ticket rotation, including on-call and weekend coverage - Drive root cause analysis (RCA) and ensure corrective and preventive actions are implemented Customer Engagement: - Engage directly with customers during Severity 1 / business-impacting incidents - Communicate clearly and confidently with security teams, architects, and leadership - Set expectations, provide status updates, and lead incident resolution calls - Translate technical findings into actionable customer guidance Cross-Functional Collaboration: - Work closely with Engineering, Product, DevOps, and SOC teams - Advocate for supportability and operational readiness in new releases - Provide feedback from customer issues to influence product improvements - Assist with release validation, upgrades, and complex customer deployments Qualifications - Deep understanding of: - SIEM architectures and log pipelines - Network protocols (TCP/IP, DNS, HTTP, Syslog) - Linux systems, troubleshooting, and performance tuning - Hands-on experience with: - Log parsing and normalization (regex, JSON, CEF, LEEF) - Cloud platforms (AWS, Azure, GCP) - Security technologies (firewalls, IDS/IPS, EDR, IAM) - Strong troubleshooting skills across distributed systems Requirements - Experience supporting enterprise or MSSP customers - Background in SOC operations or incident response - Familiarity with Elasticsearch, Kafka, Kubernetes, or similar platforms - Experience operating in 24×7 global support environments - 5+ years of experience in technical support, systems engineering, or security operations - Strong background in SIEM, cybersecurity, or large-scale observability platforms

• Entgegennahme, Analyse und Lösung technischer Kundenanfragen per Ticket-System, E-Mail und Telefon • Eigenständige Bearbeitung von Level-1- und Level-2-Support-Anfragen zu unseren Produkten (Fokus auf Procure-to-pay oder Banking Lösungen) • Diagnose und Behebung von Schnittstellenproblemen sowie Unterstützung bei der systemseitigen Konfiguration • Dokumentation von Lösungen in der Wissensdatenbank zur kontinuierlichen Verbesserung des Support-Prozesses • Enge Zusammenarbeit mit Entwicklung, Customer Success und Onboarding-Teams zur schnellen Eskalation komplexer Fälle • Proaktive Kommunikation mit Kunden über Lösungsfortschritte und Systemupdates • Mitwirkung bei der Weiterentwicklung von Support-Prozessen und internen Tools

• Responder a las consultas de los clientes relacionadas con la configuración, uso y mantenimiento del producto • Diagnosticar y resolver problemas técnicos comunes y complejos • Guiar a los clientes a través de soluciones paso a paso de manera clara y fácil de seguir • Proporcionar recomendaciones proactivas para prevenir problemas recurrentes • Manejar solicitudes de soporte a través de chat y correo electrónico con rapidez y precisión • Realizar llamadas salientes cuando sea solicitado o requerido para resolver problemas • Ofrecer una experiencia de cliente de alta calidad y empática en cada interacción • Traducir información técnica en un lenguaje simple y amigable para el cliente • Documentar con precisión los casos de clientes y resoluciones • Contribuir a las mejoras de la base de conocimiento interna • Identificar problemas recurrentes del producto y compartir comentarios con los equipos internos