Technical Support Engineer III

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.
• 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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