Senior Technical Support Engineer

Cambridge Mobile Telematics•Cambridge, MA

1d•$111,800 - $128,500•Hybrid

About The Position

CMT is looking for a collaborative, customer-committed, and creative Senior Technical Support Engineer to help us change the world. CMT has helped protect over 65 million drivers and prevent over 126,000 crashes worldwide. We build AI to solve some of the most difficult challenges in mobility — understanding and reducing risk, detecting crashes, and getting people life-saving help. The problems are hard. The impact is real. No matter your role, your work will matter at CMT.

Requirements

Bachelor’s degree or equivalent years of experience and/or certification in a related field
4+ years of relevant working experience in troubleshooting issues directly with external clients/customers
Must be experienced in resolving complex technical issues effectively in a timely fashion
Experience with external support ticket system (clients/customers) and adhering to SLAs
Superior customer service orientation
Ability to communicate/translate technical concepts effectively
Proven analytical/problem solving ability
Excellent presentation and communication skills, both in person and over the phone
Experience with Jira/Confluence
Experience with SQL, or NoSQL
Experience supporting SaaS or mobile technical products (iOS/Android)

Nice To Haves

CS degree preferred
Experience leveraging automation and AI to improve support efficiency and streamline workflows

Responsibilities

Use independent judgment, creativity, and sophisticated technical knowledge to provide efficient and accurate technical assistance with regard to customer’s complex technical challenges all while ensuring customer satisfaction
Analyze user requirements to design, create, edit and maintain customer support Knowledge Bases and FAQ’s
Utilize systems analysis techniques to debug complex customer issues, analyze and document such issues and create reproducible test cases
Provide escalated technical and triage support on complex troubleshooting issues and utilize creativity and sophisticated technical knowledge to resolve
Work directly with customers via ZenDesk, phone, Zoom and occasionally in person
Provide advanced technical support on iOS and Android mobile technologies, SDK integration and overall deployment of CMT’s platform and mobile applications including backend and front-end frameworks
Present to groups of customer stakeholders on support issue reporting and Root Cause Analysis (RCA)
Train and onboard customers on our program management systems and on Zendesk
Suggest process optimization to improve customer support
Work closely with and provide input to Engineering, Product Management and Sales teams on issues including Customer work
Report on issues, resolution, service levels and customer satisfaction
Manage all customer support tools (e.g., Zendesk) and support processes
Complete any additional tasks as they arise