Technical Support Engineer III

September 28

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Mapbox

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API • Transport • Telecommunications

Mapbox is a leading provider of custom online maps, offering APIs and SDKs that allow developers to integrate highly customizable maps into their web and mobile applications. Mapbox's services enable real-time data updates, immersive mapping experiences, and advanced navigation features tailored to specific industries like automotive and travel. Their solutions include Mapbox Studio for map design, Mapbox GL JS for web maps, and various SDKs for mobile and automotive navigation. Companies rely on Mapbox for applications in real estate, logistics, and business intelligence, benefiting from real-time, high-quality geospatial datasets and tools.

501 - 1000 employees

Founded 2010

🔌 API

🚗 Transport

📡 Telecommunications

💰 Venture Round on 2021-04

📋 Description

• 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 analyze user feedback and translate it into actionable next steps for product engineers • Ensure reported issues are tracked, communicated and resolved efficiently • Own end-to-end technical support and bug resolution for key enterprise customers • Manage complex, multi-stakeholder projects to address customer trends and anticipate needs • Participate in on-call rotation with the support team to ensure 24/7 availability for customers • Use technical writing skills in English to clearly articulate solutions to technical problems • Leverage 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

🎯 Requirements

• 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 • 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 detail and ability to manage complex, multi-stakeholder 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 • Ability to participate in on-call rotation to ensure 24/7 availability • Technical writing skills in English

🏖️ Benefits

• Supportive health care • Parental leave • Flexibility for the things that come up in life • Environment of teaching and learning / professional development