• Troubleshooting/investigation of customer-reported issues and questions • Communication and analysis of relevant concepts, configuration setups and product information • Positioning and accommodation of relevant Kantata SX capabilities and services • Escalation handling, prioritization, communication, and customer advocacy for resolving issues • Enablement and engagement with colleague teams to enhance customer experience • Time-specific shift attendance and resource schedule compliance • Ability to be successful in self-management and participation in voice and video meetings

• Support FIAR compliance efforts and audit readiness initiatives. • Assist with Managers Internal Control Program (MICP) activities. • Review financial transactions and supporting documentation. • Identify trends, discrepancies, and control weaknesses. • Prepare financial and audit-related reports. • Support contract reconciliation and closeout efforts. • Assist with process improvement initiatives.

Role Description Nicolab connects human and artificial intelligence to revolutionize emergency care, starting with stroke treatment. We are looking for a passionate Technical Implementation & Support Engineer to drive the integration and ongoing support of our software across the APAC region. At Nicolab, customer relationships are as critical as the technology itself. You will build trust with hospital IT teams and clinicians, ensuring our deployments are smooth and hospitals gain maximum clinical value from our application. The role will initially focus on deep technical support and incident management for our live hospital clients. As you become an expert in our systems, your responsibilities can expand to lead full-scale technical implementations for new hospital networks. You will work closely with our global technical teams to monitor system health, minimize the impact on hospital IT resources, and provide actionable feedback to help our clients optimize patient care. Key Responsibilities - Technical Support & Incident Management - Act as the primary technical liaison for our live hospital deployments, owning the investigation and resolution of complex post-go-live issues. - Perform deep-dive troubleshooting on our SaaS platform, diagnosing root causes in Linux-based environments and network topologies. - Troubleshoot and resolve critical infrastructure issues such as VPN connectivity problems, relay server outages and apply configuration changes. - Escalate complex product-level issues to senior engineers or developers as needed, providing detailed logs and context. - Systems Integration & Customer Onboarding - Work directly with hospital IT teams to design and document VPN configuration, relay server setup, and Linux-based virtual machine installation. - Provide guidance on network topology and firewall rules to meet strict hospital compliance and security requirements. - Assist in the setup, configuration, and deployment of our software solutions (StrokeViewer) for new clients, ensuring integration with existing PACS/DICOM workflows. - Ensure that the implementation process is smooth, timely, and meets client expectations, acting as the technical authority during kickoff calls. - Customer Interaction & Documentation - Maintain a high level of professionalism in all customer interactions, building strong relationships with hospital IT admins, PACS administrators, and clinical staff. - Document support cases, network and system architectures, and resolutions in our ticketing system (Jira/Confluence). - Create and update technical user manuals, runbooks, and internal FAQs. - Collect and relay customer feedback to the product development team to help improve our offerings. Qualifications - Bachelor’s degree in Information Technology, a related field, or equivalent work experience in hospital IT. - Basic understanding of software and backend services. - Solid project and time management skills, with the ability to work independently and as part of a remote, global team. - Excellent verbal and written communication skills in English (any additional language is a plus). Requirements - Technical Experience - Systems & Architecture: Hands-on Linux administration (virtual machines, log analysis, service management) and a solid understanding of secure SaaS architectures. - Networking: Experience with network configuration and troubleshooting, including VPN tunnels (IPsec or equivalent) and strict firewall rules. - Technical Translation: The ability to translate complex cloud/SaaS requirements into clear, actionable instructions for external IT administrators. - Tools: Experience using support ticketing and documentation systems (JIRA, Confluence, or similar) and centralized cloud logging dashboards (Grafana, Loki, Google Cloud Logging). - Healthcare IT: Previous experience working with hospital IT environments, PACS/DICOM workflows, or other medical imaging systems is highly preferred. Benefits - Chance to make a real difference in patients' lives - Work in a stimulating environment with a motivated team - Flexible Employment Agreement: Part time / Fulltime - Flexible working hours - Flexible paid time off - Remote work policy - Laptop + home office/IT equipment - Commuting to work/office* - costs reimbursement - Employee Stock Option Plan (ESOP) - Corporate programs including Employee Referral Program with rewards - Learning & Development opportunities including in-house training and coaching, professional certifications, and over 22,000 courses on LinkedIn Learning Solutions and much more *All benefits and perks are subject to certain eligibility requirements based on location. Application Process - Interview with Recruiter/HR - Interview with Hiring Manager - Technical assessment with Peers (no managers present) - Prior employment verification check (reference/background check) - Interview with Executive

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 RoleThe Backline Support Engineer is a technical owner for our most complex and high-impact field issues, with a strong focus on IoT hardware, embedded firmware, and the software services that interact with them. You will be responsible for end-to-end debugging across the stack: from physical devices installed in vehicles (gateways, AI dashcams, sensors), through connectivity and firmware behavior, up into the internal services that manage configuration, data, and updates. You will lead investigations for critical escalations, guide cross-functional teams toward permanent fixes, and turn real-world learnings into better observability, tools, and product quality. This role is not an integrations engineer role. While you may occasionally touch APIs and server-side components that interact with devices, your core strength is system-level debugging across hardware, firmware, and software, especially in real-world, noisy environments. What You’ll Do - Debug complex device issues end-to-end Investigate and resolve the toughest issues impacting our devices in the field, combining evidence from hardware behavior, firmware logs, and service-side signals to identify true root cause. - Perform deep hardware and firmware diagnostics Use device logs, serial/console output, configuration snapshots, telemetry, and on-vehicle data (e.g., CAN/J1939, OBD-II) to understand how devices are behaving under real-world conditions. - Triage hardware vs. firmware vs. software causes Systematically narrow down whether a symptom is driven by physical installation, harness/vehicle interface, firmware logic, or the services that manage devices, and drive the right fix with the right team. - Reproduce and validate issues in lab and field-like setups Work with simulators, harnesses, bench setups, and controlled test fleets to reproduce customer issues, validate hypotheses, and confirm fixes before broad rollout. - Support and validate firmware releases Participate in pre- and post-release validation for firmware drops, watching for regressions, rollout/rollback issues, and edge cases that only appear in specific vehicles, environments, or customer workflows. - Perform software-level debugging for device-facing services Read and interpret application/service logs, error messages, and state transitions in the server-side components that configure devices, manage telemetry, or orchestrate firmware updates; partner with Software/Backend Engineering to resolve defects. - Lead clear, actionable RCAs Own and deliver root cause analyses that explain what failed across hardware, firmware, and software boundaries, why it failed, impact to customers, and concrete long-term remediation and prevention steps. - Shape observability and diagnostics Provide requirements and feedback to Engineering on device and service logging, telemetry, and health signals so that future issues can be detected and diagnosed faster and more reliably. - Mentor and upskill the wider support organization Document repeatable troubleshooting flows, decision trees, and best practices; coach other Support and Field teams on how to recognize and handle hardware/firmware/software issues before they need escalation. - Drive cross-functional incident response Act as a technical lead during high-severity incidents, coordinating with Hardware, Firmware, Software/Backend Engineering, Product, and Field/Professional Services to stabilize fleets and communicate status and next steps. What We’re Looking For - 2–3+ years in Backline / Tier 3 / Escalation Support, Systems Engineering, or a similar role, with hands-on ownership of hardware and firmware issues in production environments. - Demonstrated strength in system-level debugging that spans hardware, firmware, and software, not just one layer in isolation. - Experience reading and interpreting device and firmware logs, serial output, and field telemetry to understand state machines, timing, and error conditions. - Familiarity with vehicle/industrial interfaces such as CAN/J1939, OBD-II, sensors, and cameras, and how those signals are consumed by on-device firmware and higher-level services. - Understanding of core embedded concepts: power/boot behavior, watchdogs, resets, configuration, over-the-air updates, and how these can fail in noisy real-world conditions. - Comfort with software-level debugging for services that interface with devices (e.g., interpreting application logs, tracing configuration/state through components, identifying where behavior diverges from expected flows). - Ability to design and execute reproduction strategies in lab or controlled environments and translate results into concrete bug reports and test cases. - Proven record of delivering clear RCAs and CAPA (corrective and preventive actions) for recurring or systemic incidents. - Strong cross-functional collaboration skills, with experience working closely with Hardware, Firmware, and Software/Backend Engineering, as well as Product and Field/Professional Services. - Excellent written and verbal communication, with the ability to explain complex device and system behavior to both deeply technical audiences and non-technical stakeholders (e.g., customers, executives, frontline support). - Bonus: experience in telematics, automotive, industrial IoT, or other safety-critical/mission-critical device ecosystems, and familiarity with using scripting (e.g., Python/Bash) to automate diagnostics or data analysis. 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.