technical support engineer for location services

Mapbox provides a real-time location platform with tools for location-aware businesses to navigate people, packages, and vehicles. Organizations use its applications, data, SDKs, and APIs to create customized experiences. Its support team provides direct email support and documentation, identifies cross-team issues, and advocates for product and documentation improvements.

• Break down complex customer questions and find solutions across the Mapbox stack, communicating them in concise, friendly responses
• Manage incoming customer issues and collaborate with internal teams to meet or exceed customer needs
• Analyze user feedback and turn it into actionable next steps for service teams and product engineers
• Take on proactive projects addressing customer trends and advocate for customer needs in cross-team communication and projects
• Analyze ticket data to identify patterns and trends, lead cross-team communication, and coordinate common tasks to improve customer experience
• Independently lead initiatives to improve customer experience and reduce support ticket volume
• Develop and implement standards and best practices in existing processes
• Participate in the support team's on-call rotation to ensure 24/7 customer availability
• Clearly communicate solutions to customers and service teams
• Create examples demonstrating the best technical solutions for customers

• 2–4 Years of experience
• Excellent written communication skills for explaining technical solutions to customers
• Excellent written and oral English communication skills (B1+)
• Broad technical and analytics skills and tools, including APIs and debugging tools
• Strong debugging skills for troubleshooting and resolving customer issues
• Ability to prioritize and escalate issues appropriately and effectively
• Customer engagement skills for friendly and effective support
• Familiarity with GitHub, Slack, and Jira
• Будет плюсом: 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, and OSM, experience in cross-team collaboration and organized activities with engineers, experience with Mapbox services and their toolchain capabilities, ability to work independently and with a team on increasingly complex problems

• Annual compensation ranges from $30,400 - $45,600 (salaries are in USD)
• Private health, dental, and income protection plans tailored to regional statutory benefits
• Family care and maternity and paternity leave policies
• Lifestyle Spending Account contributions for health, wellness, and personal growth
• Mental health support for employees and their dependents
• Paid time away, company holidays, and generous absence policies
• Dedicated paid volunteering time in addition to standard PTO