Matterport · 5 hours ago

Engineer Customer Support

United States

Contract

Remote

Entry, Mid Level

$71K/yr - $111K/yr

5+ years exp

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Responsibilities

Provide first-class technical customer support to both SMB and Enterprise customers via phone, email, and chat for a diverse range of issues

Assess unusual circumstances and use sophisticated analytical and problem solving techniques to diagnose and report product issues/bugs

Determine severity and frequency of issues, while devising solutions based on limited information and using evaluation and judgment to select best course of action

Work with QA/Production/Engineering/Finance as needed to assess and resolve customer issues

Work with Support and Product to identify opportunities to improve Matterport's offering and reduce the number of support questions and issues

Maintain a tight SLA and high CSAT

May need to travel 10% of the time

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Technical supportSalesforceJIRASupport-ticketing systemsEnterprise-level supportCodingConsumer electronicsQA3DWeb developmentStartup experienceCollaboration skills

Required

5+ years working directly with customers to resolve technical issues (technical support, technical account management, or similar)

Comfortable troubleshooting problems with customers over the phone, email, and chat

A fast learner with high attention to detail and a curiosity for finding solutions

Strong communication and collaboration skills, with immediate team and other teams

Familiarity with support-ticketing systems, like Salesforce

Familiarity with bug-tracking systems, like JIRA

Prior experience with startups, or a high level of flexibility and comfort in a loosely-structured environment

Comfortable working both alone and with a team

Preferred

Experience serving enterprise-level customers is preferred

A background in coding, consumer electronics, QA, 3D, web developing, or a similar technical interest is a plus

Benefits

Comprehensive health plans – 100% of premiums covered for employees & 88% of dependent premiums for US employees

Flexible Time Off for Exempt Employees/Generous PTO plan for Non-Exempt Employees – Take time to rest, relax and explore! Plus we offer Summer Fridays!

Medical and retirement benefits vary by Country