Smartcar is hiring a
Product Support Engineer II

Summary

Join Smartcar's Product Support Team as a Technical Support Engineer and play a critical role in our overall developer experience.

Requirements

• 5-8 years of experience in a Support or Success Engineer role at a B2B SaaS company
• At least 2 years of experience working with and troubleshooting APIs
• At least 2 years of client-facing or customer service experience
• Strong technical and troubleshooting skills
• Comfortable navigating ambiguity while balancing competing priorities, gauging impact, and selectively escalating
• Data-driven mindset with experience using BI/data tools like Metabase, Tableau, or similar
• Excellent verbal and written communication skills
• Proficient with Postman, CloudWatch, and other API troubleshooting tools

Responsibilities

• Be a Smartcar API expert
• Own all inbound technical support requests from vehicle owners and customers across the US and Europe
• Collaborate with Customer Success to provide additional support during onboarding and implementation for small to enterprise level accounts
• Work with Engineering to understand and resolve complex technical issues
• Read and navigate code to identify and suggest code-level fixes when relevant
• Write and maintain in-depth troubleshooting documentation for internal and external purposes
• Navigate Smartcar’s technical stack to identify and highlight specific issues for the engineering team
• Act as the Voice of the Customer by identifying challenges and proposing improvements to our products and processes

Benefits

• Base salary determined by years of experience: £70,000 - £85,000
• Competitive equity
• Remote work within the United Kingdom
• Medical benefits through BUPA
• Pension plan at 4%
• Unlimited PTO and 10 paid bank holidays
• 8 weeks of 100% paid parental leave with an additional 4 weeks unpaid, 1-week half day ramp back time and a 5 week meal delivery subscription
• 10 days of paid bereavement leave
• Wellness stipend of £40 a month
• Cell phone and Internet stipend of £40 a month
• ��250 yearly learning and development stipend
• ��300 work-from-home stipend