Techincal Support Engineer I

Mapbox; Poland Township (OH); Presencial; USD 30.000 - 46.000; Tempo integral

Benefícios oferecidos por esta vaga

Hybrid/Remote Options

Country-Specific Care & Coverage

Family-First Support

Lifestyle Spending Account

Mental health support

Paid time off & holidays

Volunteer time off

Resumo da vaga

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

Qualificações

• 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).

Responsabilidades

• 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.

Conhecimentos

English proficiency

Written communication

Cross-team collaboration

GitHub

Slack

Jira

Ferramentas

GitHub

Slack

Jira

Descrição da vaga

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 We Do

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.

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

• 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

What We Believe are Important Traits for This Role

• 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 elevate issues appropriately and effectively

• Customer engagement skills to provide friendly and effective support

• Familiarity with GitHub, Slack, and Jira

Preferred Qualifications

• Knowledge of Support ticketing solutions such as Zendesk and Jira Experience working with engineering and product teams

• Familiarity with geospatial tools and data such as (GeoJSON, Kepler.gl, OSM etc.)

• Experience in cross team collaboration and organized activities (work with engineers)

• Experience with Mapbox services and their toolchains possibilities

• Be able to work both independently and with the team, solving increasingly complex problems

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.

How We Support You

• Hybrid/Remote Options: Enjoy flexibility to work comfortably from home or periodically from an office where applicable.

• Country-Specific Care & Coverage: Private health, dental, and income protection plans tailored to elevate your regional statutory benefits.

• Family-First Support: Family care, maternity and paternity leave policies to support your growing family.

• Lifestyle Spending Account: Contributions to support your health, wellness, and personal growth

• Balance & Brainpower: Mental health support for you and your dependents.

• Rest & Recharge: Paid time away, company holidays, and generous absence policies.

• Time Off to Give Back: Dedicated paid volunteering time in addition to your standard PTO.

Our annual compensation for this role ranges from $30,400 - $45,600 (salaries are in USD). Job level and actual compensation will be decided based on factors including, but not limited to, individual qualifications objectively assessed during the interview process (including skills and prior relevant experience, potential impact, and scope of role).

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