Senior Technical Support Engineer

Cambridge Mobile Telematics (CMT) is the world’s largest telematics service provider. Its mission is to make the world’s roads and drivers safer. The company’s AI-driven platform, DriveWell Fusion®, gathers sensor data from millions of IoT devices — including smartphones, proprietary Tags, connected vehicles, dashcams, and third-party devices — and fuses them with contextual data to create a unified view of vehicle and driver behavior. Auto insurers, automakers, commercial mobility companies, and the public sector use insights from CMT’s platform to power risk assessment, safety, claims, and driver improvement programs. Headquartered in Cambridge, MA, with offices in Budapest, Chennai, Seattle, Tokyo, and Zagreb, CMT measures and protects tens of millions of drivers across the world every day.

CMT is looking for a collaborative, customer-committed, and creative Senior Technical Support Engineer who wants to join us in making roads safer by making drivers better!

Responsibilities:

• Use complete discretion and independent judgment to provide efficient and accurate technical assistance to ensure customer satisfaction (Customers include customer support representatives and developers from CMT customers, as well as CMT staff members)
• Provide 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
• Work directly with customers via Zendesk, phone, Zoom and occasionally in person, to debug issues and create reproducible test cases
• Provide escalated technical and triage support
• Create, edit and maintain customer support Knowledge Bases and FAQ's
• Train and onboard new team members as well as customers on our program management systems and on Zendesk
• Present to groups of customer stakeholders on support issue reporting and Root Cause Analysis (RCA)
• Work closely with Engineering and Product Management to conduct investigations, join internal testing programs 
• Collaborate with sales: setup trials and PoCs, be the Subject Matter Expert
• Represent Support in front of Engineering and Product teams: represent customer needs, support product on prioritization and notify engineering of trending issues
• Manage all customer support tools (e.g., Zendesk, JIRA)
• Work closely with Management to improve customer support through processes optimization
• Complete any additional tasks as they arise

Qualifications: 

• Bachelors or Masters degree preferred (Computer Science degree preferred)
• 4+ years experience in troubleshooting issues directly with external clients/customers
• Experience on the tech-stack: SQL, AWS, API & any programming language would suffice
• Proactive and superior customer service orientation: must be experienced in resolving technical issues effectively in a timely fashion and adhering to SLAs
• Proven record of analyzing, troubleshooting and resolving complex technical issues
• Ability to communicate/translate technical concepts effectively
• Excellent presentation and communication skills, both in person and over the phone
• Experience with Jira/Confluence
• UNIX/Linux - Experience with UNIX/Linux/OSX command line tools and scripts
• AWS - familiarity with AWS console and command line interface, cloud watch logging
• SQL - create ad hoc queries against multiple joined tables
• API - experience with RESTful APIs, including creating, consuming, and troubleshooting API calls
• Coding (Python or an SDK language: Swift, Kotlin, iOS code, etc.)

Compensation and Benefits:

• Fair and competitive salary based on skills and experience
• Equity may be awarded in the form of Restricted Stock Units (RSUs)
• Private healthcare
• Life insurance
• Parental leave
• Flexible scheduling and work from home policy depending on role and responsibilities

Additional Perks:

• Feel great working to improve road safety around the world!
• Join one of our many employee resource groups including Black, AAPI, LGBTQIA+, Women, Book Club Health & Wellness
• Extensive wellness, education and employee assistance programs
• CMT will do all that is possible to support our employees and create a positive and inclusive work environment for all!

Commitment to Diversity and Inclusion:

At CMT, we are intensifying our commitment to provide opportunities and career growth to the underrepresented. We are focused on creating an inclusive work environment that encourages a diversity of background and thought to produce the best products and services within our industry.

CMT is an equal opportunity employer and strives to create an inclusive and diverse environment that enriches our employees’ lives in and outside of work. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status or disability state. CMT is headquartered in Cambridge MA. To learn more, visit www.cmtelematics.com and follow us on Twitter @cmtelematics.