Senior Technical Support Engineer

About the role

CMT is looking for a collaborative, customer-committed, and creative Senior Technical Support Engineer to help us change the world. 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 while ensuring customer satisfaction.
• Analyze user requirements to design, create, edit, and maintain customer support Knowledge Bases and FAQs.
• 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 them.
• 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 customer issues.
• 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.

Requirements

• 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 systems (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

• Experience leveraging automation and AI to improve support efficiency and streamline workflows.

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, and public holidays.
• Flexible scheduling and work-from-home policy depending on role and responsibilities.
• 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.

Pay

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.
• 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.