Technical Support Engineer II



IT, Customer Service
Helsinki, Finland
Posted on Wednesday, May 22, 2024

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 3.9 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

  • Work closely with key accounts to provide dedicated support as their go-to point of contact

  • Leverage your experience in software engineering or support engineering to provide a customer-first approach

  • Take on proactive 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

  • Collaborate with engineering and Technical Program Manager teams to ensure customer needs are met

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, or objective-C or their programming languages

  • Previous experience providing technical support to key clients

  • Familiarity with Zendesk, GitHub, Slack, and Jira

  • 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

  • Customer engagement skills to provide friendly and effective support

  • Excellent written and communication skills in English to clearly articulate technical solutions to customers

  • 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 agree to the Mapbox Privacy Policy which is linked here.

Mapbox is an EEO Employer - Minority/Female/Veteran/Disabled/Sexual Orientation/Gender Identity