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Techincal Support Engineer I
Mapbox · Mapbox Poland · Posted 6 days ago
Our Support Team is composed of a diverse group of professionals such as developers, designers, and data specialists. Our team’s experience allows us to be knowledgeable about every aspect of the Mapbox stack, enabling us to provide exceptional support to our customers.
We publish comprehensive documentation and provide direct email support to ensure that our users have the resources they need to succeed.
Moreover, we are committed to identifying cross-team root issues, advocating for targeted improvements to our products and documentation, and helping our customers grow with Mapbox.
- Break down complex customer questions into manageable pieces and find solutions in the Mapbox stack. Communicate those solutions through concise and friendly responses
- Provide excellent customer service, manage incoming customer issues, and collaborate with internal teams to ensure customer needs are met or exceeded
- Analyze user feedback and translate it into actionable next steps for our service teams and product engineers
- Take on proactive projects to address customer trends and advocate their needs in cross-team communication and projects lead
- Regularly analyze ticket data to identify patterns and trends, lead cross-team communication and common tasks to improve customer experience
- Independently lead initiatives aimed at improving customer experience and reducing the volume of support tickets
- Develop and implement standards and best practices into existing processes
- Participate in on-call rotation with the support team to ensure 24/7 availability for our customers
- Use excellent written and oral communication skills to clearly articulate solutions to customers and service teams
- 2-4 years experience
- Excellent written communication skills to clearly articulate technical solutions to customers
- Exemplary written and oral communication (B1+) and writing skills in English
- Broad range of complex technical and analytics skills and tools to reach customer needs (e.g., API’s, Debugging Tools etc.)
- Create examples that demonstrate the best technical solution to customers
- Strong debugging skills to troubleshoot and solve customer issues
- Ability to prioritize and escalate issues appropriately and effectively
- Customer engagement skills to provide friendly and effective support
- Familiarity with GitHub, Slack, and Jira
…
This posting is sourced from Mapbox's own career site — applying takes you there directly.
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This role is one of 829 Support Engineer openings and centers on Debugging, API, Github, and Slack. There are 36 open roles at Mapbox right now.
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