Maintenance Support Engineer

We are Motive - the worlds leading provider of device management for mobile, fixed and IOT as well as managing the omni channel customer experience which through its business logic drives actions, runs proactive care campaigns and improves customer satisfaction. Deployed by leading service providers worldwide, Motives device management and service management platform drive revenue, reduce customer care costs and automate each customer interaction.

A relaunched brand with a long history and pedigree, at Motive we differentiate ourselves by creating innovative technical

solutions, packaging them in ways that simplify operational complexity and time to market, and we never forget that we only

succeed when our customers succeed.

As a member of the Motive team, you will share a passion for being part of an exciting team of talented individuals, with a focus on building sustained long-term growth, and a fantastic place to work. Surrounded by individuals of exceptional ability and commitment, you will have the opportunity both to contribute to our continued business success, and to also invest in your own personal development.

At Motive we hire only passionate team orientated people to join our business.

Position Summary:

As a Maintenance Support Engineer, you will play a crucial role in delivering high-quality remote technical support to our clients. Tasks include troubleshooting both server and client issues, performance tuning of the supporting infrastructure, assisting or performing software upgrades or critical patches, coordination with other groups within Motive when escalations occur to ensure continuity throughout the solution process.You will work closely with our customers to understand their business requirements and to resolve their technical issues in a

timely fashion. Your technical expertise, problem-solving skills, and customer-centric approach will be key to driving client satisfaction and success. This role is an excellent opportunity to get exposure to and to work with the latest technologies and products. At the same time, you will broaden your technical and communication skills.

Main Responsibility Areas:

• Be the company face towards our customers for any query they might have

• Provide best in class technical support and troubleshooting assistance to clients. Address and resolve issues promptly

to minimize downtime and ensure client satisfaction. All within the contractual SLAs.

• Collaboration with Professional Services to schedule field upgrades or patches that may address the issue
• Engagement with product R&D for deeper analysis
• Creation of knowledge base articles for internal and external use
• Conduct informal training sessions with internal employees to capture and share lessons learned
• Stay current with industry trends, emerging technologies, and best practices.
• Contribute to the continuous improvement of our products, services, and processes.

Key Skills & Competencies:

• Bachelors degree in computer science, Information Technology, Engineering, or a related field. Relevant

certifications are a plus.

• Proficiency in software implementation, system integration, and technical support. Familiarity with programming

languages (e.g., Java, Python, SQL), APIs, and data integration tools.

• Strong analytical and problem-solving abilities. Ability to diagnose and resolve complex technical issues.
• Excellent verbal and written communication skills. Ability to convey technical information to non-technical audiences

clearly and concisely.

• Fluent in English
• Demonstrated ability to build and maintain strong relationships with clients. A proactive and client-centric approach

to service delivery.

• Comfortable working with and understanding complex business solutions.
• Ability to work effectively as part of a team and collaborate with cross-functional teams to achieve common goals.
• Previous experience with our Home Device Manager or IMPACT product is a plus.
• Willingness to be part of a 24x7 on call rota.

Work Experience Requirements:

3+ years of experience in a technical support, professional services or similar role within the software industry.

Strong organizational skills and attention to detail. Strong customer focus.

Eligibility Requirements

Willingness to travel 10% of the time, both locally and internationally, sometimes on short notice. Motive will only employ

those who are legally authorized to work in India for this opening. Any offer of employment is conditional upon the

successful completion of a background investigation (where legally permissible).

Limitations and Disclaimer

The above job description is meant to describe the general nature and level of work being performed; it should not be construed

as an exhaustive list of all responsibilities, duties and skills required for the position.

All job requirements are subject to possible modification to reasonably accommodate individuals with disabilities. Some

requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves or

other employees.

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this

position. Employees will be required to follow any other job-related instructions and to perform other job-related duties

requested by their manager