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# Technical Support Engineer

- **Company:** Cambridge Mobile Telematics
- **Location:** Cambridge, MA, United States (Remote available)
- **Experience:** Expert
- **Salary:** $111,800.0 - $128,500.0
- **Contract:** Permanent contract
- **Skills:** Artificial Intelligence, Android Software Development, Apple IOS, Confluence, JIRA, Software as a Service, Software Debugging, Issue Tracking Systems, Systems Analysis, Mobile Application Software, NoSQL, SQL Databases, Backend, Front End Software Development, Zendesk
- **Published:** August 23, 2026
- **Apply:** https://www.dice.com/job-detail/f3267318-ca5c-4723-9473-53c46b3b3d8a

## About the Role

* 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

## Description

* 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


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