Technical Support Manager

Cambridge Mobile Telematics (CMT) is the world’s largest telematics service provider. Its mission is to make the world’s roads and drivers safer. The company’s AI-driven platform, DriveWell® Fusion, gathers sensor data from millions of IoT devices — including smartphones, proprietary Tags, connected vehicles, dashcams, and third-party devices — and fuses them with contextual data to create a unified view of vehicle and driver behavior. Auto insurers, automakers, commercial mobility companies, and the public sector use insights from CMT’s platform to power risk assessment, safety, claims, and driver improvement programs. Headquartered in Cambridge, MA, with offices in Budapest, Chennai, Seattle, Tokyo, and Zagreb, CMT measures and protects tens of millions of drivers across the world every day.

CMT is looking for a collaborative, customer-committed, and creative technical support leader who wants to join us in making roads safer by making drivers better!

Responsibilities:

• Use complete discretion and independent judgment to provide efficient and accurate technical assistance to ensure customer satisfaction

• Manage and provide team leadership to the Technical Support function. Provide support on tactical team items and guidance to individual team members’ growth.

• Act as an escalation point for high severity customer issues that arise from within the team, or directly from customers and provide escalated technical and triage support when the occasion calls

• Take part in recruitment and maintaining a top talent team

• Coach team members to ensure team/department objectives are met

• Foster a collaborative team work environment

• Focus on ensuring Support Team focus on departmental KPIs

• Utilize KCS methods to ensure satisfactory issue resolution

• Work closely with Engineering, Product Management, Customer Success and Sales teams

• Report on issues, resolution, service levels and customer satisfaction

• Utilize all Technical Support tools (e.g., ZenDesk)

• Identify improvements for support processes and implement them

• Complete any tasks that may arise

Qualifications:

• Bachelor’s degree or equivalent years of experience and/or certification

• 7+ years of experience supporting a SaaS or mobile technical product

• 7+ years of management experience in a Support role

• Superior customer service orientation

• Proven analytical/problem solving ability

• Self-motivated attitude with the ability to multitask and thrive in an interrupt-driven environment

• Interpersonal communication skills with expertise in distilling complicated topics to a broader audience

• Mobile (iOS/Android) debugging and/or development experience preferred

• Big data (SQL or other database querying) experience preferred

• SaaS and API developer support experience preferred

Compensation and Benefits:

• Fair and competitive salary based on skills and experience

• Equity may be awarded in the form of Restricted Stock Units (RSUs)

• Medical Benefits (Health insurance, Personal accident insurance, Group term life insurance), gratuity, parental leave, sick leave and public holidays

• Employees are eligible for flexible allowances which includes Leave Travel Assistance, Telephone/Mobile Expenses, Professional development expenses, Meals Coupon, Vehicle Reimbursement

• Flexible scheduling and work from home policy depending on role and responsibilities

Base Salary Range

• The base salary range for this position is: 3,576,300 INR to 4,334,900 INR

Additional Perks:

• Feel great working to improve road safety around the world!

• Join one of our many employee resource groups including Black, AAPI, LGBTQIA+, Women, Book Club and Health & Wellness

• Extensive education and employee assistance programs

• CMT will do all that is possible to support our employees and create a positive and inclusive work environment for all!

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 X @cmtelematics.