Senior Backline Support Engineer

About Motive: Motive is the premier, internationally recognized IoT technology pioneer, physical operations automation innovator, and global fleet management leader on an absolute mission to empower the people who run physical operations with digital tools to make their work safer, more productive, and more profitable. For the first time ever, safety, operational dispatch, and finance teams can manage their drivers, vehicle diagnostic lines, heavy machinery equipment, and fleet-related corporate spend within a single unified cloud ecosystem. Integrated with industry-leading artificial intelligence, the Motive platform grants nearly 100,000 customers—spanning Fortune 500 enterprises to agile small businesses across transportation, construction, energy, and the public sector—complete operational visibility while significantly reducing manual workloads. Motive provides high-agency systems support engineers with an uncompromised remote canvas to tackle complex hardware-to-software scaling challenges and secure critical asset tracking nodes safely worldwide.

Position Overview

We are seeking a highly analytical, systems-minded Senior Backline Support Engineer to join our core centralized Technical Support and Escalations engineering collective in a full-time remote capacity within Pakistan. Operating as a senior technical owner for our most complex and high-impact field issues, you will step up to claim individual strategic accountability for diagnosing and resolving anomalies across our global internet-of-things (IoT) hardware infrastructure, embedded device firmware, and device-facing software services. Shifting completely away from standard software integration roles or basic customer helpdesk answering, your core strength must center on multi-layered stack debugging across real-world, noisy vehicle environments. This position requires an engineering veteran with 2–3+ years of Tier 3 support history who maps hardware telemetry fluidly, parses vehicle bus protocols smoothly, and collaborates across Hardware, Firmware, and Backend Engineering cells to drive permanent corrective and preventive actions (CAPA).

Key Responsibilities

• End-to-End Device Triage and Debugging: Investigate and resolve the toughest technical issues impacting physical production units in the field, systematically combining evidence from hardware behaviors, firmware state logs, and server-side metrics to identify true root causes natively utilizing Technical Support frameworks.
• Deep Embedded Hardware Diagnostics: Parse and interpret device configuration snapshots, serial console outputs, error registries, and live vehicle telemetry data feeds natively leveraging Customer Support tracking channels.
• Vehicle Interface Bus Optimization: Interrogate and analyze multi-point signaling codes coming directly from real-world vehicle integrations, explicitly tracking industrial bus networks across CAN/J1939, OBD-II interfaces, camera modules, and environmental sensors.
• Lab-Bench Environment Issue Reproduction: Design and execute complex issue reproduction strategies within controlled laboratory setups, using vehicle simulators, test harnesses, bench tools, and managed test fleets to validate bug reports prior to broad rollout.
• Firmware Release Validation and Monitoring: Participate actively in pre- and post-release validation windows for emergent firmware drops, monitoring device performance for regressions, edge-case rollback blocks, or vehicle-specific onboarding anomalies.
• Server-Side Software Triage: Read and interpret distributed application logs, configuration transitions, and messaging schemas inside device-facing server components to pinpoint where real-world behavior diverges from expected data flows.
• Authoritative Root Cause Analysis (RCA) Curation: Lead, author, and deliver highly scannable Root Cause Analysis briefs and clear CAPA documents explaining technical failures across hardware-firmware boundaries for both C-suite boards and technical leads.
• Cross-Functional Incident Response Leadership: Act as the primary technical lead during high-severity fleet incidents, coordinating rapid stabilization sequences across Hardware, Firmware, Backend Code, and Field Professional Services groups.
• Knowledge Base Mentorship and Upskilling: Coach and upskill wider support tiers by documenting repeatable troubleshooting trees, decision matrices, and hardware installation best practices to catch issues early.

Required Skills & Qualifications

• 2–3+ years of verified professional history running advanced Tier 3 support engineering, backline technical escalations triage, cloud-native systems engineering, embedded hardware troubleshooting, or IoT infrastructure consulting.
• Deep, authoritative technical command of embedded computing laws, power-on boot behaviors, watchdog resets, over-the-air (OTA) firmware update failures, serial communications, and timing states.
• Expert-tier operational background analyzing vehicle interface signals and diagnosing real-world telemetry parameters natively utilizing Technical Support diagnostic layouts (specifically covering CAN, J1939, or OBD-II architectures).
• Practical operational familiarity auditing server-side transaction components, tracing database state configurations, and parsing unstructured application logs natively using Customer Support tracking channels.
• Demonstrated history designing simulation scripts or managing automated test beds within a high-volume production environment to replicate complex electronic edge cases.
• Outstanding verbal and written communication traits in business-fluent English, ensuring absolute clarity when translating multi-layered hardware behaviors into clean briefs for technical developers or non-technical enterprise clients.
• Compliance and Export Control Verification: Applicants must be fully authorized to receive and access commodities, technology data, and software code controlled under U.S. Export Administration Regulations (EAR).
• Location Context: Position open exclusively to qualified technical support engineers based permanently and resident within **Pakistan** to execute duties under a 100% remote work-from-home layout.

Preferred Strategic Indicators (Nice to Have)

• Prior commercial backline engineering history operating within an enterprise telematics platform, industrial IoT provider, automotive software laboratory, connected-vehicle startup, or safety-critical device ecosystem.
• Practical operational experience utilizing automation languages (such as Python or Bash scripts) to parse heavy diagnostic files, automate data analysis, or build local diagnostic scripts.
• Familiarity with visual state-machine mapping, distributed logging configurations, or tracking container thresholds across cloud infrastructure segments.
• An outcome-driven personal philosophy rooted in absolute high ownership, a persistent drive to understand real-world physical failure modes deeply, and an eagerness to elevate the technical capabilities of your wider team.

What We Offer

• Highly competitive, experience-calibrated full-time baseline contract salary packages structured transparently to evaluate your system debugging authority, IoT hardware craft, and cross-functional triage velocity.
• The exceptional professional canvas to directly direct, shape, and engineer the backline support playbooks and validation frameworks power-routing reliability for nearly 100,000 physical enterprise fleets worldwide.
• Profound work-from-home remote parameters providing an elite virtual workspace layout, complete scheduling trust, and zero physical geographic office commuting friction from any city across Pakistan.
• Direct operational exposure to an internationally acclaimed AI low-latency platform, working side-by-side with global hardware and firmware developers.
• Continuous skill acceleration pathways under veteran support executives, accessing structured digital training materials, technical architecture workshops, and collaborative knowledge-sharing directories.