About the Role:
Matterport is looking for an enthusiastic Customer Support Engineer who will provide excellent, high-touch support for SMB and Enterprise customers alike. The ideal candidate is a quick learner with a positive, can-do attitude, friendly personality, with strong problem-solving abilities. In addition to working with customers, the Customer Support Engineer will work with Finance, QA, Product, and Engineering team members to help identify and resolve issues in Matterport products. Experience with online support forums and communities is a plus!
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What you will do: Provide first-class technical customer support to both SMB and Enterprise customers via phone, email, and chat for a diverse range of issuesAssess unusual circumstances and use sophisticated analytical and problem solving techniques to diagnose and report product issues/bugsDetermine severity and frequency of issues, while devising solutions based on limited information and using evaluation and judgment to select best course of actionWork with QA/Production/Engineering/Finance as needed to assess and resolve customer issuesWork with Support and Product to identify opportunities to improve Matterport's offering and reduce the number of support questions and issuesMaintain a tight SLA and high CSATMay need to travel 10% of the timeWho you are: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 chatA fast learner with high attention to detail and a curiosity for finding solutionsStrong communication and collaboration skills, with immediate team and other teamsFamiliarity with support-ticketing systems, like SalesforceFamiliarity with bug-tracking systems, like JIRAPrior experience with startups, or a high level of flexibility and comfort in a loosely-structured environmentComfortable working both alone and with a teamExperience serving enterprise-level customers is preferredA background in coding, consumer electronics, QA, 3D, web developing, or a similar technical interest is a plus
We want to hear from you! We are looking to build the best team of people who will be empowered to do their best work. If you have what it takes, but don’t necessarily meet every bullet in the job description we encourage you to apply.
The US base salary range for this full-time position is $70,976 to $110,900 + benefits. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.
Perks & BenefitsComprehensive health plans* – 100% of premiums covered for employees & 88% of dependent premiums for US employeesFlexible 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 For more detail visit www.matterport.com/careers Belief in Diversity
At Matterport, we don’t just accept differences, we celebrate them and recognize the value they bring to our customers and employees. Matterport is proud to be an equal opportunity workplace and works to create and support diversity at Matterport. Equal opportunity and consideration are afforded to all qualified applicants and employees. We won’t unlawfully discriminate on the basis of gender, identity or expression, race, ethnicity, religion, national origin, age, sex, marital status, physical or mental disability, veteran status, sexual orientation, and any other category protected by law. We are committed to providing employees with a work environment that provides a sense of inclusion and belonging and is free of discrimination and harassment. We also consider all qualified candidates regardless of criminal histories, consistent with legal requirements.
Matterport is likewise committed to working with and providing reasonable accommodation to all qualified applicants and employees with disabilities in accordance with the American Disabilities Act.
