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

• 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

• 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

• 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 

Belief in Diversity

At Matterport, we don’t just accept differences, we celebrate them and recognize the value they bring to our customers and employees. Matterport is proud to be an equal opportunity workplace and works to create and support diversity at Matterport. Equal opportunity and consideration are afforded to all qualified applicants and employees. We won’t unlawfully discriminate on the basis of gender, identity or expression, race, ethnicity, religion, national origin, age, sex, marital status, physical or mental disability, veteran status, sexual orientation, and any other category protected by law. We are committed to providing employees with a work environment that provides a sense of inclusion and belonging and is free of discrimination and harassment. We also consider all qualified candidates regardless of criminal histories, consistent with legal requirements.

Matterport is likewise committed to working with and providing reasonable accommodation to all qualified applicants and employees with disabilities in accordance with the American Disabilities Act

For more information regarding how Matterport collects and uses personal information, please review our Privacy Policies. https://matterport.com/privacy-policy