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 technical support team member who wants to join us in making roads safer by making drivers better!

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 tasks that may arise

Qualifications:

• Bachelor’s degree or equivalent years of experience and/or certification (CS degree preferred)
• 4+ years 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) 

Compensation and Benefits:

• Fair and competitive salary based on skills and experience
• 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 and Health & Wellness
• 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 believe the best ideas come from a mix of backgrounds and perspectives. 

We are an equal-opportunity employer committed to creating a workplace and culture where everyone feels valued, respected, and empowered to bring their unique talents and perspectives. Diversity is essential to our success, and we actively seek candidates from all backgrounds to join our growing team. 

We do not discriminate based on 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 X @cmtelematics.”