Senior Technical Support Engineer

Senior Technical Support EngineerCambridge Mobile Telematics 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.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 satisfactionAnalyze user requirements to design, create, edit and maintain customer support Knowledge Bases and FAQ'sUtilize systems analysis techniques to debug complex customer issues, analyze and document such issues and create reproducible test casesProvide escalated technical and triage support on complex troubleshooting issues and utilize creativity and sophisticated technical knowledge to resolveWork directly with customers via ZenDesk, phone, Zoom and occasionally in personProvide 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 frameworksPresent 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 ZendeskSuggest process optimization to improve customer supportWork closely with and provide input to Engineering, Product Management and Sales teams on issues including Customer workReport on issues, resolution, service levels and customer satisfactionManage all customer support tools (e.g., Zendesk) and support processesComplete any additional tasks as they ariseQualifications:Bachelor's degree or equivalent years of experience and/or certification in a related field4+ years of relevant working experience in troubleshooting issues directly with external clients/customersCS degree preferredMust be experienced in resolving complex technical issues effectively in a timely fashionExperience with external support ticket system (clients/customers) and adhering to SLAsSuperior customer service orientationAbility to communicate/translate technical concepts effectivelyProven analytical/problem solving abilityExcellent presentation and communication skills, both in person and over the phoneExperience with Jira/ConfluenceExperience with SQL, or NoSQLExperience supporting SaaS or mobile technical products (iOS/Android)Nice to Haves:CS degree preferredExperience leveraging automation and AI to improve support efficiency and streamline workflowsCompensation and Benefits:Fair and competitive salary based on skills and experience, and annual performance bonusEquity may be awarded in the form of Restricted Stock Units (RSUs)Medical, Dental, Vision and Life Insurance, matching 401k, short-term & long-term disability and parental leaveUnlimited Paid Time Off including vacation, sick days & public holidaysFlexible scheduling and work from home policy depending on role and responsibilitiesBase Salary Range:The base salary range for this position is: $111,800 to $128,500. This range is specifically for Cambridge, MAAdditional Perks:Work on a mission with real impact: crashes prevented, injuries avoided, lives protected around the worldJoin an industry leader — 65 million drivers protected, powering 140+ programs across 25 countriesRecognized innovator in mobility AI, earning top honors including the TIME Industry Leader in AI, a Gold Edison Award, and the Artificial Intelligence Excellence Award for AI for Social Good. CMT is also Great Place to Work CertifiedBe part of the team inventing the future of mobility and road safetyMove fast, own outcomes, do work that mattersHigh ownership, small teams, and direct access to leadership — no layers between your work and its impactUnlimited PTO, flexible scheduling, competitive salary, annual performance bonus, RSUs, and full benefits including medical, dental, vision, and 401k matchSummer Fridays provide team members with half days to rechargeJoin one of our employee resource groups: Black, AAPI, LGBTQIA+, Women, Book Club, and Health & WellnessComprehensive wellness, education, and employee assistance programsCommitment 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 and follow us on Instagram @cmt.aiAbout Cambridge Mobile Telematics:Cambridge Mobile Telematics (CMT) is the world's largest telematics and AI company for safer mobility. Its mission is to make the world's roads and drivers safer. The company's AI-driven platform, DriveWell Fusion®, proactively identifies and reduces driving risk, leading to fewer crashes and injuries. To date, CMT's technology has helped prevent over 126,000 crashes worldwide. CMT enables partners to measure risk, detect crashes, provide life-saving assistance, and streamline claims. Headquartered in Cambridge, MA, CMT operates globally with offices in Budapest, Hungary; Chennai, India; Seattle, Washington; Tokyo, Japan; and Zagreb, Croatia. Learn more at Venturefizz Product Management Community