Director, Customer Engineering

Motive's Customer Engineering team is a post-sales technical solutions function for our largest, most strategic, and business-critical customers. As the Director, Customer Engineering, you'll lead and develop a team of Customer Engineers who turn difficult operational problems into working solutions using Motive's products, supported APIs, data, reporting, and automation.

You'll combine people leadership, technical judgment, and customer-facing problem solving to help the team deliver measurable customer value. You'll establish how the team prioritizes engagements, maintain a high bar for solution quality, and ensure successful customer work becomes reusable expertise for Motive's customers and broader Solutions Engineering organization.

This is a hands-on technical leadership role where you’ll help the team solve meaningful customer problems, validate what works, drive lasting customer value, and ensure clear ownership after handoff.

What You'll Do:

• Lead and develop Customer Engineers, setting clear expectations for technical quality, customer accountability, collaboration, documentation, and measurable outcomes.
• Build a culture of technical curiosity, practical problem solving, thoughtful prioritization, and reusable knowledge.
• Prioritize strategic customer engagements where solution work can increase realized value, resolve operational gaps, reduce displacement risk, or support broader adoption.
• Ensure each engagement has a clear business problem, customer sponsor, feasible solution path, success measures, and owner after handoff.
• Join the most complex customer engagements to guide discovery, solution design, technical validation, stakeholder alignment, and outcome measurement.
• Define and evolve the team's engagement model, intake process, capacity planning, technical standards, delivery expectations, and handoff practices; establish an operating cadence for reviewing progress, capacity, quality, and outcomes.
• Measure solutions delivered and adopted, documented customer value, recurring technical barriers removed, reusable solution patterns, customer-backed product insights, and contribution to retention or expansion.
• Connect customer-validated needs and technical evidence to Product and Engineering, partner with Customer Success, Implementation, Sales, account teams, and presales Solutions Engineering to coordinate ownership, and turn proven solutions into repeatable workflows, guidance, and enablement for the wider field.

What We're Looking For:

• 5+ years of experience leading and developing customer-facing technical professionals, with a track record of building team capability and maintaining high standards for delivery.
• Strong Solutions Engineering, technical consulting, post-sales engineering, or comparable customer-facing experience; you understand the difference between demonstrating a solution and delivering one.
• Credible technical depth in enterprise SaaS, API-based capabilities, data analysis, automation, integrations, advanced product configuration, and troubleshooting product behavior.
• Experience turning ambiguous customer problems into delivered solutions with clear adoption and measurable business results.
• Ability to coach practitioners through customer discovery, technical problem solving, stakeholder management, solution validation, and evidence-backed documentation.
• Strong judgment about priorities, scope, supportability, and talent development.
• Ability to work directly with customer executives, IT leaders, frontline operators, and account stakeholders while influencing internal Product and Engineering teams.
• Experience establishing operating models, engagement rules, prioritization frameworks, delivery standards, or other mechanisms that help a technical function scale.
• Strong communication and cross-functional collaboration skills, with the ability to create clarity across Customer Success, Implementation, Sales, Solutions Engineering, Product, and Engineering.
• Fleet management, transportation, safety, telematics, IoT, or other physical-operations industry experience is preferred.