API/SDK Customer Support Engineer II

About the Role:

The API/SDK Customer Support Engineer resolves customer issues related to the Matterport Application Programming Interface (GraphQL API) and the Matterport Software Development Kit (Javascript SDK). This position is a great opportunity to use new and groundbreaking Matterport software to help customers turn their vision into reality.

The API/SDK Customer Support Engineer works directly with Matterport customers to assist with basic and complex API/SDK issues that include installation, configuration, and debugging of customer applications using Matterport’s programming interfaces.

The API/SDK Customer Support Engineer contributes best practices and guidelines to continuously improve the production quality and capacity of Matterport software and service offerings. Additional information about Matterport’s API and SDK is available at https://matterport.com/developers.

#LI-Remote

What you will do:

• Advise customers and employees about available capabilities and methods in the Matterport API and SDK
• Take ownership of questions and issues, including initial troubleshooting, verification of root cause, reproducibility of the issue, reporting of the issue with engineering if necessary, and issue resolution
• Build sample Matterport applications that highlight the value of Matterport’s SDK
• Follow up with customers in a timely manner on assigned cases
• Maintain a high level of customer satisfaction with all customers (CSAT)
• Work with multiple teams within the organization including Platform, Solutions Engineering, and SDK team
• Collaborate and provide feedback on common or emerging issues
• Contribute to the creation of department procedures and processes; writing documentation and instructions
• May need to travel 10% of the time

Who you are:

• 2-4 years experience in: Building applications using Javascript and Python in a UNIX/Linux environment, GraphQL API, SSO/SAML implementation and maintenance, and A technical support role
• Comfortable speaking with customers over email and phone/video
• Strong communication and collaboration skills, both within the immediate team and cross-functionally
• Able to work independently and manage priorities effectively in a fast-paced environment
• Experience supporting enterprise-level customers
• Experience with Salesforce, Jira, Confluence (or similar tools) to manage customer cases and reporting bugs
• Experience with git and Github
• Associate, B.S degree or technical certification in computer programming

We want to hear from you! We are looking to build the best team of people who will be empowered to do their best work. If you have what it takes, but don’t necessarily meet every bullet in the job description we encourage you to apply.

The US on target salary range for this full-time position is $60,608 to $104,170 + equity + benefits. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.

Perks & Benefits

• Comprehensive health plans – 100% of premiums covered for employees. (88% of family premiums)
• Flexible Time Off for Exempt Employees/Generous PTO plan for Non-Exempt Employees – Take time to rest, relax and explore! Plus we offer Summer Fridays!
• 401k
• Company ownership in the form of RSU’s
• For more detail visit www.matterport.com/careers * Medical and retirement benefits vary by Country