API/SDK Customer Support Engineer II

Summary

Join us as an API/SDK Customer Support Engineer at Matterport! This role is perfect for someone who wants to use new and groundbreaking software to help customers turn their vision into reality. As a key member of our team, you will work directly with customers to resolve issues related to the Matterport GraphQL API and Javascript SDK.

Requirements

• 2-4 years experience in: Building applications using Javascript and Python in a UNIX/Linux environment, GraphQL API, SSO/SAML implementation and maintenance
• Comfortable speaking with customers over email and phone/video
• Strong communication and collaboration skills, both within the immediate team and cross-functionally
• Able to work independently and manage priorities effectively in a fast-paced environment
• Experience supporting enterprise-level customers
• Experience with Salesforce, Jira, Confluence (or similar tools) to manage customer cases and reporting bugs
• Experience with git and Github
• Associate, B.S degree or technical certification in computer programming

Responsibilities

• Advise customers and employees about available capabilities and methods in the Matterport API and SDK
• Take ownership of questions and issues, including initial troubleshooting, verification of root cause, reproducibility of the issue, reporting of the issue with engineering if necessary, and issue resolution
• Build sample Matterport applications that highlight the value of Matterport’s SDK
• Follow up with customers in a timely manner on assigned cases
• Maintain a high level of customer satisfaction with all customers (CSAT)
• Work with multiple teams within the organization including Platform, Solutions Engineering, and SDK team
• Collaborate and provide feedback on common or emerging issues
• Contribute to the creation of department procedures and processes; writing documentation and instructions

Benefits

• Comprehensive health plans – 100% of premiums covered for employees
• Flexible Time Off for Exempt Employees/Generous PTO plan for Non-Exempt Employees
• 401k
• Company ownership in the form of RSU’s