Act as the primary technical point of contact for customers, handling inquiries with professionalism and ownership. Deliver best-in-class technical support and troubleshooting, resolving issues quickly and effectively within agreed SLA’s. Collaborate closely with Professional Services to plan and execute field upgrades or patches when needed. Engage with Product R&D teams for in-depth technical analysis and long-term solutions. Create and maintain clear, high-quality knowledge base articles for both internal and external audiences. Share your expertise by conducting informal training sessions and capturing lessons learned across teams. Stay up to date with industry trends, emerging technologies, and best practices. Actively contribute to the continuous improvement of our products, services, and internal processes. Skills A Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field (certifications are a plus). Strong experience in software implementation, system integration, and technical support. Working knowledge of programming languages such as Java, Python, and SQL, as well as APIs and data integration tools. DBA Skills -MariaDB / Maxscale / Oracle EE / Oracle Golden Gate Excellent analytical and problem-solving skills, with the ability to diagnose and resolve complex technical issues. Clear and confident communication skills—able to explain technical topics to both technical and non-technical audiences; fluency in English. A proactive, customer-centric mindset with a proven ability to build long-term client relationships. Comfort working with complex business solutions and collaborating across multiple teams. Experience with Home Device Manager or IMPACT products is a strong plus. Willingness to participate in a 24x7 on-call rotation Location - Remote US MOTIVE gives equal opportunity in employment regardless of gender, gender identity, sexual orientation, marital status, race, nationality, religion, age, disability, political beliefs, or any other factor. MOTIVE will not pay fees to any third-party agency or company that does not have a signed agreement, do not submit resumes/CV's directly. By answering to this job post, you consent the use of your data by MOTIVE, for as long as necessary. We conduct regular data-cleansing and updating exercises to make sure the information we have is relevant and accurate. If you have any doubt or request to make relatively to your personal data, please send an e-mail.