Cambridge Mobile Telematics

Senior Technical Support Engineer

Cambridge Mobile Telematics • $111K — $128K *
Cambridge, MA 02139In-Person
Technical Services
Less than 5 years of experience
Today
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Job Overview by Ladders

Qualifications

  • 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.
Learn more about Cambridge Mobile Telematics
Size
201 employees
Industry
Enterprise Technology
Founded
2010
* Ladders Estimates

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