Determine how to resolve technical issues - what changes need to be made to underlying data/hardware/process and how to apply them with minimal user disruption by collaborating with Product and Engineering teams.
Investigate and determine root cause of errors/bugs -- use the data and tools to trace the origin of data inconsistencies and bugs and report them to Engineering.
Build/Execute new SQL queries for emerging issues to be used by the teams across Technical Support or to identify problem areas in your book of accounts.
Be the primary technical point of contact for a group of Motive’s Strategic/Enterprise/Mid Market Accounts.
Be accountable for the success metrics of the book of accounts.
Own or orchestrate the resolution of cases, help build strong partnerships, and provide an unparalleled support experience for assigned or escalated customers.
