Senior Manager, Technical Support Engineering

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:

We are looking for an experienced Senior Manager of Technical Support Engineering to lead a significant portion of our Tier 2/Tier 3 Technical Support organization within Global Support. In this role, you will own performance, operating rhythm, org design, and execution across multiple teams and customer segments (e.g. SMB, MMC, ENT/STRAT), while building the systems, leaders, and cross-functional partnerships needed to scale.

You will lead managers, senior individual contributors, and/or specialized support functions across Technical Support Engineering and Technical Account Management. You will be responsible for driving organizational outcomes across CSAT, SLA, FCR, backlog health, escalation quality, incident readinessness, and team effectiveness. This role requires a leader who can operate at multiple altitudes: close enough to the work to guide execution during critical customer moments, and strategic enough to shape org structure, processes, tooling, and cross-functional priorities for long-term impact.

You will serve as a senior partner to Product, Engineering, Sales, Customer Success, Support Ops, and Workforce Management, representing Technical Support in high-visibility forums and helping define how we scale support excellence as the business grows.

What You’ll Do:

• Own performance, staffing strategy, and organizational health across multiple pods or business segments, ensuring strong coverage models, predictable execution, and consistent delivery against SLAs and KPIs.