Eight Sleep is hiring a
Support Engineer

Summary

Join Eight Sleep, a sleep fitness company, as a software support engineer to ensure timely and effective technical support for customers and contribute to product development.

Requirements

• BS in Computer Science (or comparable bootcamp or professional experience)
• 1-3 years of web and/or mobile application development experience
• Expertise in Ruby on Rails, JavaScript, Swift/Objective-C, or Java
• Previous experience in a customer-facing role (Support, Solutions Consulting, etc.)
• Demonstrated experience supporting and troubleshooting deployed hardware systems - prior experience with robotics, drones, UAS or UAV systems is a plus
• The ability to be flexible, learn, and adapt
• Operate at the lowest level of detail
• Ability to be part of an ‘on call’ after-hours rotation team

Responsibilities

• Resolve technical issues
• Provide guidance
• Maintain a positive customer experience through clear communication and efficient problem resolution
• Bridge the gap between Customer Service/Logistics team and Engineering by helping resolve technical issues
• Develop a deep technical understanding of the Pod to fully understand its capabilities, troubleshoot systems, and execute world class customer support
• Collaborate with Product Management team to define, implement, and facilitate on-going data gathering and reporting that directly impacts product development cycle
• Develop, monitor and summarize customer satisfaction, support, and other related metrics to management along with proactive recommendations to improve customer support
• Design, build, automate and operate test systems to perform functional testing on product to determine operating condition
• Support Customer Experience by troubleshooting escalated cases
• Develop and manage support and operations tools, processes, and people, and when necessary, providing direct, on-site customer support

Benefits

• Flexible PTO
• Role ownership, and uncapped growth opportunities