Do you love helping people? Do you enjoy solving problems? TrueMotion is looking for a Technical Support Engineer extraordinaire who will be at the frontline of customer care and support. As Technical Support “champion,” you will resolve complex technical issues with enthusiasm, while remaining calm under pressure and displaying a customer first attitude. You should be comfortable working on complex technical issues while also being able to translate those into a language that all levels of technical aptitude can understand (from Product to Developers to Marketing).

In this role, you will focus primarily on handling inbound customer support inquiries / escalations that range from simple playbook best practices to digging into our codebase. This important customer-facing role will also assist with providing external client documentation, help mold the triaging process and provide guidance on best practices in support – our aim is to be the best in tackling our client’s needs.

Duties / Responsibilities:

• Provide efficient and accurate technical assistance to ensure customer satisfaction
• Provide guidance on iOS and Android mobile technologies, SDK integration and overall deployment of TrueMotion’s platform and mobile applications including backend and front-end frameworks
• Debug customer issues and create reproducible test cases
• Work directly with customers via email and over the phone
• Provide escalated technical and triage support when the occasion calls
• Work closely with Engineering, Product Management and Sales teams
• Report on issues, resolution, service levels and customer satisfaction
• Manage all customer support tools (e.g., ZenDesk) and support processes

Experience / Qualifications:

• 1+ years Mobile (iOS/Android) debugging and/or development experience
• 2+ years experience in a programming language such as JAVA, Objective C or Swift
• Big data (SQL or other database querying) experience
• 2-4 years experience supporting a SaaS or mobile technical product
• Superior customer service orientation
• Ability to communicate technical concepts effectively
• Proven analytical/problem solving ability
• SaaS and API developer support experience preferred
• College degree (CS degree preferred)

About Us:

TrueMotion’s patented technology combines mobile technology with the power of machine learning and data science. Using the sensors already built into every smartphone, our apps can accurately identify drivers and score their overall driving habits. Drivers who use our apps learn how to reduce distracted driving and other risky behaviors that are now the leading causes of automobile accidents and driving related fatalities on our roads. Besides the free consumer apps marketed under our TrueMotion brand, we make money by providing custom enterprise versions to leading insurers, allowing them to reward safe drivers with discounts on their insurance premiums, while reducing the number of automobile accidents, and making the roads safer for everyone! 

TrueMotion is backed by General Catalyst, Bain Capital Ventures and Lakestar. We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.