Senior Technical Support Engineer

<p>CMT is looking for a collaborative, customer-committed, and creative <strong>Senior Technical Support Engineer </strong>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.</p> <p><strong>Responsibilities:</strong><strong> </strong></p> <ul> <li>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 </li> <li>Analyze user requirements to design, create, edit and maintain customer support Knowledge Bases and FAQ’s </li> <li>Utilize systems analysis techniques to debug complex customer issues, analyze and document such issues and create reproducible test cases </li> <li>Provide escalated technical and triage support on complex troubleshooting issues and utilize creativity and sophisticated technical knowledge to resolve </li> <li>Work directly with customers via ZenDesk, phone, Zoom and occasionally in person</li> <li>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 </li> <li>Present to groups of customer stakeholders on support issue reporting and Root Cause Analysis (RCA)</li> <li>Train and onboard customers on our program management systems and on Zendesk</li> <li>Suggest process optimization to improve customer support </li> <li>Work closely with and provide input to Engineering, Product Management and Sales teams on issues including Customer work </li> <li>Report on issues, resolution, service levels and customer satisfaction </li> <li>Manage all customer support tools (e.g., Zendesk) and support processes </li> <li>Complete any additional tasks as they arise </li> </ul> <p><strong>Qualifications:</strong><strong> </strong></p> <ul> <li>Bachelor’s degree or equivalent years of experience and/or certification in a related field </li> <li>4+ years of relevant working experience in troubleshooting issues directly with external clients/customers </li> <li>CS degree preferred </li> <li>Must be experienced in resolving complex technical issues effectively in a timely fashion</li> <li>Experience with external support ticket system (clients/customers) and adhering to SLAs</li> <li>Superior customer service orientation </li> <li>Ability to communicate/translate technical concepts effectively </li> <li>Proven analytical/problem solving ability </li> <li>Excellent presentation and communication skills, both in person and over the phone</li> <li>Experience with Jira/Confluence </li> <li>Experience with SQL, or NoSQL </li> <li>Experience supporting SaaS or mobile technical products (iOS/Android)</li> </ul> <p><strong>Nice to Haves:</strong><strong> </strong></p> <ul> <li>CS degree preferred</li> <li>Experience leveraging automation and AI to improve support efficiency and streamline workflows</li> </ul> <p><strong>Compensation and Benefits:</strong></p> <ul> <li><strong>