Job details

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 maximum target for new hire salaries for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.

Perks & 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
For more detail visit www.matterport.com/careers

Belief in Diversity

At Matterport, we don’t just accept differences, we celebrate them and recognize the value they bring to our customers and employees. Matterport is proud to be an equal opportunity workplace and works to create and support diversity at Matterport. Equal opportunity and consideration are afforded to all qualified applicants and employees. We won’t unlawfully discriminate on the basis of gender, identity or expression, race, ethnicity, religion, national origin, age, sex, marital status, physical or mental disability, veteran status, sexual orientation, and any other category protected by law. We are committed to providing employees with a work environment that provides a sense of inclusion and belonging and is free of discrimination and harassment. We also consider all qualified candidates regardless of criminal histories, consistent with legal requirements.

Matterport is likewise committed to working with and providing reasonable accommodation to all qualified applicants and employees with disabilities in accordance with the American Disabilities Act.

For more information regarding how Matterport collects and uses personal information, please review our Privacy Policies. https://matterport.com/privacy-policy

Matterport Glassdoor Company Review

3.2

Matterport DE&I Review

3.6

CEO of Matterport

RJ Pittman

Approve of CEO

Average salary estimate

$90938 / YEARLY (est.)

min

max

$70976K

$110900K

If an employer mentions a salary or salary range on their job, we display it as an "Employer Estimate". If a job has no salary data, Rise displays an estimate if available.

What You Should Know About Engineer Customer Support, Matterport

At Matterport, we are on the lookout for a passionate Engineer Customer Support to join our dynamic team! As a Customer Support Engineer, you'll play a vital role in delivering high-quality technical support to our Small and Medium Business (SMB) and Enterprise customers. We value your positive, can-do attitude and friendly personality as you help resolve a wide variety of issues via phone, email, and chat. Your knack for problem-solving will shine as you assess complex situations and employ analytical techniques to diagnose and report product bugs. Collaboration is key in this role; you'll work closely with Finance, QA, Product, and Engineering teams to improve customer experiences. With over 5 years of experience in technical support, you're comfortable connecting with customers and addressing their needs head-on. Familiarity with ticketing systems like Salesforce and bug-tracking tools such as JIRA will be advantageous here. Plus, you'll even have opportunities to help improve our offerings and enhance customer satisfaction along the way! We believe in creating a vibrant, inclusive workplace where diversity is celebrated, and everyone is empowered to do their best work. If you're eager to tackle new challenges and don’t meet every single bullet point in the job description, we still want to hear from you. Join us and make a difference at Matterport, where we provide comprehensive benefits and a supportive environment that champions growth and creativity.

Frequently Asked Questions (FAQs) for Engineer Customer Support Role at Matterport

What does an Engineer Customer Support do at Matterport?

As an Engineer Customer Support at Matterport, you will be responsible for providing exceptional technical assistance to both SMB and Enterprise customers. You will troubleshoot various issues via phone, email, and chat, collaborating with internal teams to resolve technical problems, improve services, and maintain customer satisfaction.