Job description

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. 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 Qualifications: 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 CS degree preferred 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 Compensation and Benefits: Fair and competitive salary based on skills and experience, and annual performance bonus Equity 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 leave Unlimited Paid Time Off including vacation, sick days & public holidays Flexible scheduling and work from home policy depending on role and responsibilities Base Salary Range The base salary range for this position is: $89,500 to $111,800. This range is specifically for Cambridge, MA Additional Perks: Work on a mission with real impact: crashes prevented, injuries avoided, lives protected around the world Join an industry leader — 65 million drivers protected, powering 140+ programs across 25 countries Recognized 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 Certified Be part of the team inventing the future of mobility and road safety Move fast, own outcomes, do work that matters High ownership, small teams, and direct access to leadership — no layers between your work and its impact Unlimited PTO, flexible scheduling, competitive salary, annual performance bonus, RSUs, and full benefits including medical, dental, vision, and 401k match Summer Fridays provide team members with half days to recharge Join one of our employee resource groups: Black, AAPI, LGBTQIA+, Women, Book Club, and Health & Wellness Comprehensive wellness, education, and employee assistance programs 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 Instagram @cmt.ai About 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 www.cmt.ai.

Requirements

Must-haves

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
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

Nice-to-haves

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

Application prep

Use the role’s language and application details while tailoring your materials.

Keywords to mirror

aijirasql

Platform: greenhouse
Effort: quick

Benefits

Benefits detected in the listing.

Dental

Vision

401k

Pto

Paid Time Off

Parental Leave

Wellness