Engineer Customer Support

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!
#LI-Remote

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 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

Who 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 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
• 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

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 …