Technical Support Engineer

Authentic8; United Kingdom; Remote; GBP 40,000 - 60,000; Full time

Job summary

A leading technology company in the United Kingdom is seeking a Technical Support Engineer with mobile development skills. The role involves analyzing customer feedback, providing friendly technical support, and managing complex projects. The ideal candidate has 3-5 years of experience in mobile development and familiarity with tools such as Zendesk and Jira. This position emphasizes customer engagement and problem-solving within a collaborative environment.

Benefits

Flexible work environment

Supportive healthcare

Parental leave

Qualifications

• 3-5+ years of experience with native mobile development on either Android or iOS platforms.
• Proficient in Java, Kotlin, Swift, C++, or Objective-C.
• Previous experience providing technical support to key clients.

Responsibilities

• Break down complex customer questions into manageable pieces.
• Track and resolve reported issues efficiently.
• Participate in on-call rotation for 24/7 customer availability.

Skills

Mobile development experience

Technical support skills

Problem-solving mindset

Customer engagement skills

Strong debugging skills

Education

Formal education in computer science or software engineering

Tools

Zendesk

Jira

Slack

GitHub

Job description

Mapbox is the leading real-time location platform for a new generation of location-aware businesses. Mapbox is the only platform that equips organizations with the full set of tools to power the navigation of people, packages, and vehicles everywhere. More than 4 million registered developers have chosen Mapbox because of the platform’s flexibility, security and privacy compliance. Organizations use Mapbox applications, data, SDKs and APIs to create customized and immersive experiences that delight their customers.

What You'll Do

• Break down complex customer questions into manageable pieces and find solutions in the Mapbox stack. Communicate those solutions through concise and friendly responses.

• Using tools like Zendesk and Jira you will analyze user feedback and translate it into actionable next steps for our product engineers.

• Ensuring reported issues are tracked, communicated and resolved efficiently.

• Own end-to -end technical support and bug resolution for key enterprise customer.

• Manage complex, multi stakeholders projects to address customer trends and anticipate their needs.

• Participate in on-call rotation with the support team to ensure 24/7 availability for our customers.

• Use technical writing skills in English to clearly articulate solutions to technical problems.

• Leverage your experience in software engineering or support engineering to provide a customer-first approach.

• Collaborate with engineering and Technical Program Manager teams to ensure customer needs are met.

• Collaborate closely with customers and engineering teams to manage complex situations and drive resolution

What We Believe are Important Traits for This Role

• 3-5+ years of experience with native mobile development on either Android or iOS platforms

• Mobile development experience with proficiency in Java, Kotlin, Swift, C++ or objective-C or their programming languages

• Previous experience providing technical support to key clients

• Familiarity with Zendesk, GitHub, Slack, and Jira

• Strong ownership and accountability skills

• Experience working collaboratively with engineering and product management teams throughout the software development process

• Strong debugging skills to troubleshoot and solve technical issues. Ability to escalate issues appropriately and effectively

• Attention to the detail and ability to manage complex, multi stakeholders processes

• Customer engagement skills to provide friendly and effective support

• Problem-solving mindset with a focus on operational improvements

• Formal or informal education experience related to computer science or software engineering

• Knowledge and experience with geospatial tools are a plus

• Previous experience with Mapbox is an advantage

What We Value

In addition to our core values, which are not unique to this position and are necessary for Mapbox leaders:

• We value high-performing creative individuals who dig into problems and opportunities.

• We believe in individuals being their whole selves at work. We commit to this through supportive health care, parental leave, flexibility for the things that come up in life, and innovating on how we think about supporting our people.

• We emphasize an environment of teaching and learning to equip employees with the tools needed to be successful in their function and the company.

• We strongly believe in the value of growing a diverse team and encourage people of all backgrounds, genders, ethnicities, abilities, and sexual orientations to apply.

By applying for this position, you acknowledge that you have received the Mapbox Non-US Privacy Notice for applicants, which is linked here. Completing this application requires you to provide personal data, such as your name and contact information, which is mandatory for Mapbox to process your application.

We are committed to a fair and equitable hiring process. We do not discriminate against any protected class.

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