Technical Support Manager
Cambridge Mobile Telematics, United States
Job Description
Join us in making roads safer by making drivers better!
CMT is seeking a talented manager to lead our Technical Support Group, which is responsible for responding to a great variety of queries (both technical and non-technical) from our business customers, end-users, and internal employees. The group is global, with engineers in the US, India and Japan (so far).
Our group is 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 for the insufficiently documented, and We Figure Stuff Out.
Responsibilities
- Monitor the workload of group members, ensuring that work is distributed appropriately, plan for growth as needed.
- Evaluate skill level and performance of all group members, and coach/train as needed.
- Have developmental conversations to understand career goals, create development plans.
- Work with senior group members to analyze the work and identify tasks which are candidates for automation, for example as a self service option on a portal or help site
- Work collaboratively with the rest of the global engineering team.
- Understand how the different technical components of our platform function and interact in order to troubleshoot issues/questions
- Write clear explanations of technical components to a non-technical audience
- Work with other engineering teams for troubleshooting
- Answer technical questions from product and sales teams
Requirements
- Experience managing experiences as well as junior engineers. Ability to modify leadership style to the needs of the person.
- Excellent communication skills, both verbal and written, with customers, end-users, and internal colleagues
- Excellent decision-making, problem solving and conflict resolution skills
- Ability to work in a quickly changing environment
- Always willing to learn, inquisitive and interested in learning new technologies and methods
- Attention to detail, resourceful, and highly organized
- Minimum of 5 years managing engineering and/or support groups.
- Experience with global teams
- 5+ years of professional hands on technical engineering support experience
- Ticket system experience such as Jira Service Desk or Zendesk
- Bachelors of Science in Computer Science, Engineering of quantitative field or equivalent work experience
Benefits
Cambridge Mobile Telematics' (CMT) mission is to make the world’s roads and drivers safer. Since its first product launch in 2012 that pioneered mobile usage-based insurance, CMT has become the world’s leading telematics and analytics provider for insurers, rideshares, and fleets. CMT’s DriveWell platform uses mobile sensing and behavioral science to measure driving risk and incentivize safer driving, while its Claims Studio reduces the claims cycle time with real-time crash detection, crash reconstruction, and damage assessment using telematics and artificial intelligence. CMT has over 50 active programs with insurers and other partners, improving safety for millions of drivers every day around the world. Started based on research at MIT and backed by the SoftBank Vision Fund to fuel its rapid growth, CMT is headquartered in Cambridge MA. To learn more, visit www.cmtelematics.com and follow CMT on Twitter @cmtelematics.
Our Benefits Include, but not limited to:
- Health Care Plan (Medical, Dental amp; Vision)
- Retirement Plan (401k match)
- Life Insurance (Basic amp; ADamp;D)
- Unlimited Paid Time Off (Vacation, Sick amp; Public Holidays)
- Short Term amp; Long Term Disability
- Flexible Scheduling Options