greenhouse
Senior Technical Support Engineer
Cambridge Mobile Telematics
Cambridge, USA
Full-time
Senior · 4+ years experience
Hybrid
USD 111800-128500 yearly / year
Discovered 2 weeks ago
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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
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