Senior Technical Support Engineer

At Cambridge Mobile Telematics (CMT, cmtelematics.com), our mission is to make roads safer by making drivers better.  We are the market leader in the field of smartphone telematics with customers in over 20 countries and staff of over 15 PhDs and 30 engineers/data scientists.  We pioneered the application of smartphone sensing data and big data analytics to measuring and changing driver behavior for auto insurance companies, cities, and other partners in the connected car industry.  CMT was founded by two MIT Electrical Engineering and Computer Science professors in 2010 but we are still small and maintain a startup culture – often experimenting and nimbly adjusting to the needs of our customers and the market.
 
CMT is seeking a Senior Technical Support Engineer to join our Technical Support Team and respond to a variety of queries (both technical and non-technical) from our business customers, end-users, and internal employees.  Our team is made up of an inquisitive bunch - we are not system architects, but we can write enough code to put together a report that runs against a database. We're not sysadmins, but we can tell the difference between a 200 and a 400 in an http call. We're not tech writers, but we can write a paragraph of clear explanation that someone non-technical can understand. We understand how the server works better than the app developers do, we understand how the app works better than the server developers do, and we know what lives where in the database. We are troubleshooters and detectives of the insufficiently documented, and We Figure Stuff Out.
 
Responsibilities
  • Understand how the different technical components of our platform – mobile software development kit, server processing engine, database, report generation, and web portal – function and interact with one another
  • Investigate these technical components to troubleshoot issues/questions
  • Read source code and grep server logs
  • Query our database and generate reports from it
  • Write clear explanations of technical components to a non-technical audience
  • Work closely with all other engineering teams to troubleshoot
  • Work closely with the product and sales teams to answer technical questions
  • Work collaboratively with the other members of the Support team 
  • Set up and manage data APIs for integration with our customers’ systems
  • Set up and manage automated report generation
 
Required Skills
  • 5+ years of experience in a technical support role
  • Experience with SQL databases
  • Experience with UNIX/Linux/OSX command line tools and scripts
  • Experience with Python or a similar language
  • Excellent communication skills, both verbal and written, with customers and their end-users and with internal colleagues
  • High attention to detail, resourceful, and particularly organized
  • Excellent decision-making, problem solving and conflict resolution skills
  • Ability to work in a quickly changing environment
  • Inquisitive and interested in learning new technologies 

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