As a Product Support Specialist, you will serve as a main point of contact for issues and questions about Motive, with a particular focus on our hardware. You will provide world-class assistance via calls, chat, and email, helping customers get their devices installed, connected, and working as intended. You will also have the opportunity to define Motive's support processes and work with our team to develop and scale the Technical Support function.

In addition to Tier 1 support, you will spend part of your time in our Buffalo lab assessing returned devices, and you will partner with Sustaining Engineering to turn what you see in customer cases and on the bench into early-warning signals for the broader Support team.

This position is onsite in our Buffalo, NY office.

What You'll Do:

• Answer inbound inquiries coming through Motive's support hotline, live chat feature, and support email address during Eastern Standard Time business hours. Troubleshoot hardware, installation, connectivity, and device-health issues, resolve them on first contact whenever possible, and set clear expectations on next steps and timelines.
• Own your cases from open to resolution, with accurate documentation in our ticketing system. Escalate complex, recurring, or high-impact issues to Engineering with clear problem statements, reproduction steps, and supporting data.
• Walk customers through device installation, power and connectivity checks, LED and status diagnostics, and basic configuration. Determine whether an issue is hardware, installation, configuration, or software related, and decide whether a replacement is needed.
• Periodically assess customer RMA devices sent to the Buffalo office. Process defective devices through the technical RMA workflow and return devices that pass testing to the customer they came from.
• Collect customer support requests and bugs, identify patterns in the issues customers report, and relay findings to the Product and Engineering teams so they can be addressed.
• Create and update help articles, internal documentation, and troubleshooting guides based on what you learn from customer cases and the lab, so the whole team can reuse it.
• Work with your leadership team to improve the systems and processes that will help the team scale, including case handling, escalation criteria, and RMA intake and testing procedures. Share feedback on tools, training, and workflows.
• Meet team targets for response time, resolution time, first-contact resolution, and customer satisfaction, and participate in regular coaching and quality reviews.

What We're Looking For:

• 1+ years of technical customer service experience is strongly preferred
• Hands-on aptitude for hardware troubleshooting, such as devices, electronics, or vehicle systems
• Natural instinct to empathize with users and de-escalate frustrated customers
• Strong analytical skills, with the ability to spot trends across cases and devices
• Excellent verbal and written communication skills, including explaining technical topics to non-technical customers
• Native or bilingual spoken and written English skills
• Strong attention to detail and careful documentation habits, including serial number and device tracking
• Ability to manage time and prioritize across live calls, chats, email, and lab work
• Occasional flexible working hours
• Ability to work onsite in our Buffalo, NY office and to lift and move equipment and packages as needed