At a Glance
- Tasks: Provide top-notch technical support and solve complex challenges for customers.
- Company: Join CMT, a leader in AI-driven mobility solutions with a mission to save lives.
- Benefits: Enjoy competitive salary, unlimited PTO, flexible work hours, and comprehensive health benefits.
- Other info: Be part of a diverse team driving innovation in road safety.
- Why this job: Make a real impact by helping protect millions of drivers worldwide.
- Qualifications: 4+ years in technical support, strong problem-solving skills, and excellent communication.
The predicted salary is between 40500 - 49500 £ per year.
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 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.
- 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.
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.
Senior Technical Support Engineer in Cambridge employer: Cambridge Mobile Telematics
CMT is an exceptional employer, offering a dynamic work culture where innovation meets impact. As a Principal Software Engineer I, Full Stack, you will not only lead critical projects but also mentor teams in a collaborative environment that values diversity and inclusion. With competitive compensation, unlimited PTO, and a commitment to employee growth, CMT empowers you to make a real difference in mobility safety while enjoying a flexible work-life balance in the vibrant city of Cambridge, MA.
Contact Details:
Cambridge Mobile Telematics Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Senior Technical Support Engineer in Cambridge
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Cambridge Mobile Telematics. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Cambridge Mobile Telematics before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Senior Technical Support Engineer in Cambridge
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Cambridge Mobile Telematics:Your cover letter is your chance to shine! Tell us why you want to work at Cambridge Mobile Telematics specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Cambridge Mobile Telematics!
How to prepare for a job interview at Cambridge Mobile Telematics
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
