{"id":131284,"url":"https://alion.io/job/cambridge-mobile-telematics-senior-technical-support-engineer","title":"Senior Technical Support Engineer","company":{"id":5662,"name":"Cambridge Mobile Telematics","domain":"cmtelematics.com","url":"https://alion.io/company/cambridge-mobile-telematics","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"A","score":88,"open_postings":22,"ghost_share":0,"stale_share":0.5,"repost_share":0,"time_to_fill_p50_days":30,"computed_at":"2026-10-17T05:46:00Z"}},"role":"Support","role_family":"Support","seniority":"senior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Cambridge, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":89500,"max":111800,"currency":"USD","period":"year","gross":null,"usd_annual":111800},"salary_estimate":null,"experience_years_min":4,"visa_sponsorship":false,"relocation_package":false,"has_equity":true,"technologies":[{"name":"Confluence","optional":false},{"name":"Jira","optional":false},{"name":"SQL","optional":false}],"status":"live","first_seen_at":"2026-08-20T20:16:42Z","employer_posted_date":"2026-10-08","last_verified_at":"2026-10-18T08:22:04Z","board_verified":true,"closed_at":null,"days_open":58,"trust":{"level":"ok","repost_count":0,"flags":[],"days_open":58},"description":"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.\nResponsibilities: \nUse 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 \nAnalyze user requirements to design, create, edit and maintain customer support Knowledge Bases and FAQ’s \nUtilize systems analysis techniques to debug complex customer issues, analyze and document such issues and create reproducible test cases \nProvide escalated technical and triage support on complex troubleshooting issues and utilize creativity and sophisticated technical knowledge to resolve \nWork directly with customers via ZenDesk, phone, Zoom and occasionally in person\nProvide 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 \nPresent to groups of customer stakeholders on support issue reporting and Root Cause Analysis (RCA)\nTrain and onboard customers on our program management systems and on Zendesk\nSuggest process optimization to improve customer support \nWork closely with and provide input to Engineering, Product Management and Sales teams on issues including Customer work \nReport on issues, resolution, service levels and customer satisfaction \nManage all customer support tools (e.g., Zendesk) and support processes \nComplete any additional tasks as they arise \nQualifications: \nBachelor’s degree or equivalent years of experience and/or certification in a related field \n4+ years of relevant working experience in troubleshooting issues directly with external clients/customers \nCS degree preferred \nMust be experienced in resolving complex technical issues effectively in a timely fashion\nExperience with external support ticket system (clients/customers) and adhering to SLAs\nSuperior customer service orientation \nAbility to communicate/translate technical concepts effectively \nProven analytical/problem solving ability \nExcellent presentation and communication skills, both in person and over the phone\nExperience with Jira/Confluence \nExperience with SQL, or NoSQL \nExperience supporting SaaS or mobile technical products (iOS/Android)\nNice to Haves: \nCS degree preferred\nExperience leveraging automation and AI to improve support efficiency and streamline workflows\nCompensation and Benefits:\n Fair and competitive salary based on skills and experience, and annual performance bonus\nEquity may be awarded in the form of Restricted Stock Units (RSUs)\nMedical, Dental, Vision and Life Insurance, matching 401k, short-term & long-term disability and parental leave\nUnlimited Paid Time Off including vacation, sick days & public holidays\nFlexible scheduling and work from home policy depending on role and responsibilities\nBase Salary Range\nThe base salary range for this position is: $89,500 to $111,800. This range is specifically for Cambridge, MA\nAdditional Perks:\nWork on a mission with real impact: crashes prevented, injuries avoided, lives protected around the world\nJoin an industry leader - 65 million drivers protected, powering 140+ programs across 25 countries\nRecognized 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\nBe part of the team inventing the future of mobility and road safety\nMove fast, own outcomes, do work that matters\nHigh ownership, small teams, and direct access to leadership - no layers between your work and its impact\nUnlimited PTO, flexible scheduling, competitive salary, annual performance bonus, RSUs, and full benefits including medical, dental, vision, and 401k match\nSummer Fridays provide team members with half days to recharge\nJoin one of our employee resource groups: Black, AAPI, LGBTQIA+, Women, Book Club, and Health & Wellness\nComprehensive wellness, education, and employee assistance programs\nCommitment to Diversity and Inclusion:\nAt CMT, we believe the best ideas come from a mix of backgrounds and perspectives. \nWe 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. \nWe 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\nAbout Cambridge Mobile Telematics:\nCambridge 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.","description_format":"text","description_chars":5928,"description_truncated":false,"requirements":{"experience_years_min":4,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":true},"security_clearance":false,"languages":[]},"benefits":["401k plan","Equity","Life insurance","Parental leave","Restricted stock units","Unlimited PTO"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Fleet Management","InsurTech"],"lifecycle":[{"event":"open","at":"2026-08-20T20:16:42Z"}],"visa":[{"country":"US","licensed_sponsor":true,"evidence":"H-1B filings in 12 months: 15 · green card filings: 6","filings_12m":15,"filings_prev_12m":15,"green_card_filings_12m":6,"median_offered_wage_usd":143929,"route":null,"cap_exempt":false,"checked_at":"2026-10-15T11:24:14+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)","US Department of Labor: PERM disclosure data (green cards)"],"filings_for_role_12m":0}],"liveness":{"score":17,"band":"cold","label":"Long shot","p_open":1,"p_active":0.387,"p_room":0.45,"age_days":57,"expected_fill_days":30,"reasons":["conf:3","stale_co","velocity","win:tail"],"computed_at":"2026-10-17T05:46:00Z"},"pay":{"stated_usd_annual":111800,"is_top_pay":true},"html_url":"https://alion.io/job/cambridge-mobile-telematics-senior-technical-support-engineer","json_url":"https://alion.io/job/cambridge-mobile-telematics-senior-technical-support-engineer.json","meta":{"generated_at":"2026-10-18T11:42:58Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":17415,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-19T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":5662},"rest":"https://alion.io/mcp/rest/get_company?id=5662"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fcambridge-mobile-telematics-senior-technical-support-engineer"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fcambridge-mobile-telematics-senior-technical-support-engineer"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fcambridge-mobile-telematics-senior-technical-support-engineer"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/cambridge-mobile-telematics-senior-technical-support-engineer\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fcambridge-mobile-telematics-senior-technical-support-engineer"}]}