Full-Time Senior Technical Support Engineer
Job Description
Boston, MA (View all jobs)
At TrueMotion, we’re making driving safer and insurance smarter. We offer auto insurers a mobile telematics platform that enables next-generation digital programs. Powered by machine learning, our platform determines when a person is driving, reveals their behaviors behind the wheel, and detects crashes. We’re a team of engineers, entrepreneurs, sales and customer success leaders, data scientists, and more. We take on complex problems, build innovative solutions and have fun while doing it!
TrueMotion is looking for an experienced, data-driven, and humble Senior Technical Support Engineer who wants to make an impact at a growing startup, and help save lives on the road.
Responsibilities:
- Provide efficient and accurate technical assistance to ensure customer satisfaction
- Create, edit and maintain customer support Knowledge Bases and FAQ’s
- Debug customer issues and create reproducible test cases
- Work directly with customers via email, phone, video and occasionally in person
- Provide technical support on iOS and Android mobile technologies, SDK integration and overall deployment of TrueMotion’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 with TrueMotion’s CRM tools and processes
- Provide escalated technical and triage support
- Optimize and improve our customer support process
- Work closely with Engineering, Product Management and Sales teams
- Report on issues, resolution, service levels and customer satisfaction
- Support customer support tools and manage support processes
Qualifications:
- 5+ years experience in troubleshooting issues directly with external clients/customers
- Must be experienced in resolving 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 is a plus
- Experience supporting SaaS or mobile technical products (iOS/Android) is a plus
- Experience on-boarding and training groups of customers on SaaS products is a plus
- Experience writing Root Cause Analysis (RCA) is a plus
- College degree (Engineering degree preferred)
Compensation:
- Fair & competitive salary based on experience
- Stock options
- Comprehensive benefits (Medical, Dental, Vision, matching 401k)
- Flexible Paid Time Off
Additional Perks:
- Feel great working to solve a serious problem (distracted driving)
- Touch your toes thanks to our daily post stand-up meeting team stretch
- Relax, dine out, or take a class with a variety of unique anniversary gifts
- Burn some calories during our optional weekly fun-run by the Boston waterfront
- Get to know your coworkers over drinks & snacks every Thursday
- Have fun at our frequent team outings & volunteer at local organizations
TrueMotion is backed by General Catalyst, Bain Capital Ventures and Lakestar. We are an equal opportunity employer and strive to create an inclusive and diverse environment that enriches our employees’ lives in and outside of work. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status or disability state.
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