Customer Support Engineer

Summary

Join Matterport as a Customer Support Engineer and provide exceptional technical support to SMB and Enterprise clients via phone, email, and chat. You will diagnose and resolve product issues, collaborate with internal teams, and contribute to improving Matterport's offerings. This role requires 5+ years of experience in technical support, strong problem-solving skills, and excellent communication. The ideal candidate is a fast learner with a positive attitude and experience with support-ticketing and bug-tracking systems. Matterport offers a competitive salary and comprehensive benefits, including health insurance, flexible time off, and more. Remote work is indicated by #LI-Remote.

Requirements

• 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

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

Preferred Qualifications

• 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