Bachelor's degree or equivalent experience in a related field
4+ years of direct experience troubleshooting technical issues with external clients
Strong experience with support ticket systems and adherence to SLAs
Proficiency in resolving complex technical issues quickly and effectively
Excellent communication and presentation skills, both in person and remotely
Familiarity with Jira/Confluence and SQL or NoSQL databases
Experience in providing support for SaaS or mobile technologies, particularly iOS/Android
Responsibilities
Provide technical assistance and support to customers facing complex challenges
Design, edit, and maintain customer support knowledge bases and FAQs based on user requirements
Debug intricate customer issues using systems analysis techniques, creating reproducible test cases
Deliver advanced technical support for mobile tech integration and deployments
Interact with customers through various platforms like ZenDesk and Zoom, including some in-person support
Train clients on program management systems and Zendesk support tools
Collaborate with Engineering and Product teams to relay customer insights and issues
Benefits
Unlimited Paid Time Off for vacation, sick days, and public holidays
Flexible work scheduling options, including remote work possibilities
Comprehensive medical, dental, and vision insurance
401k matching program along with short- and long-term disability coverage
Equity opportunities in the form of Restricted Stock Units
Participate in a mission-driven work environment focused on global road safety
Access to employee resource groups and wellness programs
Full Job Description
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: $111,800 to $128,500. 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
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
About Cambridge Mobile Telematics
Cambridge Mobile Telematics (CMT) is a technology company that provides mobile telematics and analytics solutions for insurers, rideshares, and fleets. The company's platform uses sensors and mobile applications to collect data on driving behavior, which is then analyzed to provide insights into risk and safety. CMT's solutions are used by insurance companies to offer usage-based insurance (UBI) policies, by rideshare companies to monitor driver behavior and improve safety, and by fleets to optimize operations and reduce risk. The company was founded in 2010 and is headquartered in Boston, MA.
