Technical Customer Support Associate

About Motorq

Motorq is the leading connected car data and analytics software platform, revolutionizing insights from vehicle data for various industries. With a focus on automotive OEM-connected car data, Motorq processes over 1 million trip miles and 150 million data points per day.

Our vision is to be the globally recognized industry standard for connected car data and insights for enterprise customers and automotive OEMs. We currently provide actionable insights that enable enterprise-scale fleets and dealers to solve challenging problems at scale — optimizing utilization, enhancing driver safety, and enabling improved uptime. Motorq is actively expanding into additional geographies and use cases.

Headquartered in the San Francisco Bay Area, with offices in Chennai, Bengaluru, and Seattle, Motorq is in a strong strategic and financial position — backed by a $40M+ Series B venture round, rapid revenue growth, deep partnerships with leading automotive manufacturers, and participation in the exclusive Stanford StartX community.

The Role

Motorq is growing rapidly to support its expanding customer base, data source integrations, and new product development efforts. Motorq's core products — car data and analytics — are delivered through a suite of technical interfaces (e.g., API, streaming) and SaaS applications.

We're looking for a Technical Customer Support Associate to drive high-quality customer support operations with a focus on scalability, process improvement, and customer experience.

In this role, you'll work closely with Customer Success, Engineering, Data Science, Finance, and Automotive OEM partners to ensure seamless customer onboarding, effective issue resolution, and accurate billing operations. You'll also contribute to improving workflows, reducing manual effort, and enabling better visibility for customers — while supporting Motorq's investments in AI-enabled support operations (LLMs and automation tools) to accelerate ticket triaging, root cause analysis, and customer communication.

If you have an analytical mindset, enjoy solving problems, and are passionate about technical customer support, customer success, and continuous improvement, this could be a great fit. You'll thrive in a fast-paced, collaborative environment focused on delivering exceptional customer experiences.

Responsibilities

• Own and execute key customer support operational processes such as capability checks, account onboarding, vehicle enrollment/unenrollment, data troubleshooting, and user management
• Act as the primary point of contact for technical support, owning complex issue investigation and partnering with Engineering, Data Science, and Automotive OEM partners to drive root cause analysis and resolution
• Deliver a high-quality customer support experience by providing timely, meaningful, and data-backed updates to customers
• Identify process gaps and drive improvements to streamline workflows and reduce manual effort
• Manage support tickets, ensuring proper routing, ownership, and tracking of customer-impacting issues
• Support customer invoicing and data source billing validation, including identifying discrepancies between OEM charges, contracts, and invoicing configurations
• Analyze operational data to identify failure trends, root causes, and improvement opportunities
• Build and maintain reports and dashboards (e.g., enrollment progress, success rates, non-reporting vehicles) for internal and customer visibility
• Document and maintain SOPs, playbooks, and troubleshooting guides for consistency and scalability
• Collaborate with global teams (US and India) and adapt to flexible working hours as required

Qualifications

• Self-motivated and proactive, with a strong sense of ownership and a passion for improving customer support processes and outcomes
• Excellent written and verbal communication skills, with the ability to convey technical concepts clearly and professionally
• Highly organized and able to manage multiple priorities in a fast-paced, dynamic environment
• Strong analytical skills with intermediate to advanced proficiency in Excel; experienced working with large data sets to identify trends and resolve complex issues
• Skilled at identifying root causes and structuring logical, data-backed recommendations for operational improvements
• Detail-oriented with a commitment to accuracy, quality, and data security
• Comfortable working cross-functionally and across time zones, with partial overlap with US business hours
• Intermediate to advanced understanding of technical systems, APIs, and SQL
• Experience working with support ticketing systems such as Jira Service Desk; reporting and project configuration experience is a plus
• 3+ years of experience in SaaS technical support, customer operations, or similar customer-facing roles