Hybrid Technical Support Engineer – API & Geo Tools

Mapbox; Poland Township (OH); On-site; USD 30,000 - 46,000; Full time

Benefits offered by this job

Hybrid/Remote Options

Country-Specific Care & Coverage

Family-First Support

Lifestyle Spending Account

Mental health support

Paid time off & holidays

Volunteer time off

Job summary

Mapbox, a leading real-time location platform, seeks a customer support professional to break down complex questions, provide excellent service, and translate user feedback into actionable product improvements. The role emphasizes collaboration with engineering and product teams, on-call coverage, and ongoing process improvement in a hybrid/remote setting.

The team values clear communication, technical literacy with APIs and debugging tools, and the ability to independently drive initiatives to

Qualifications

• 2–4 years experience in customer support or related field.
• Excellent written communication to articulate technical solutions to customers.
• Exemplary written and oral communication (B1+) in English.
• Broad range of technical and analytics tools to address customer needs (APIs, debugging tools).

Responsibilities

• Break down complex customer questions and provide solutions in the Mapbox stack, communicating clearly.
• Provide excellent customer service, manage incoming issues, and collaborate with internal teams to meet needs.
• Analyze user feedback and translate into actionable steps for service teams and product engineers.
• Lead proactive projects to address customer trends and advocate needs across teams.
• Regularly analyze ticket data to identify patterns and improve customer experience.
• Independently lead initiatives to improve customer experience and reduce tickets.
• Develop and implement standards and best practices into processes.
• Participate in on-call rotation to ensure 24/7 availability.
• Use strong written and oral communication to articulate solutions to customers and service teams.

Skills

English proficiency

Written communication

Cross-team collaboration

GitHub

Slack

Jira

Tools

GitHub

Slack

Jira

Job description

Mapbox, a leading real-time location platform, seeks a customer support professional to break down complex questions, provide excellent service, and translate user feedback into actionable product improvements. The role emphasizes collaboration with engineering and product teams, on-call coverage, and ongoing process improvement in a hybrid/remote setting.

The team values clear communication, technical literacy with APIs and debugging tools, and the ability to independently drive initiatives to