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 4 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

• Provide excellent customer service, manage incoming customer issues, and collaborate with internal teams to ensure customer needs are met or exceeded

• Analyze user feedback and translate it into actionable next steps for our service teams and product engineers

• Take on proactive projects to address customer trends and advocate their needs in cross-team communication and projects lead

• Regularly analyze ticket data to identify patterns and trends, lead cross-team communication and common tasks to improve customer experience

• Independently lead initiatives aimed at improving customer experience and reducing the volume of support tickets

• Develop and implement standards and best practices into existing processes

• Participate in on-call rotation with the support team to ensure 24/7 availability for our customers

• Use excellent written and oral communication skills to clearly articulate solutions to customers and service teams

What We Believe are Important Traits for This Role

• Excellent written communication skills to clearly articulate technical solutions to customers

• Exemplary written and oral communication (B1+) and writing skills in English

• Broad range of complex technical and analytics skills and tools to reach customer needs (e.g., API’s, Debugging Tools etc.)

• Create examples that demonstrate the best technical solution to customers

• Strong debugging skills to troubleshoot and solve customer issues

• Ability to prioritize and escalate issues appropriately and effectively

• Customer engagement skills to provide friendly and effective support

• Familiarity with GitHub, Slack, and Jira

Preferred Qualifications

• 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, OSM etc.)

• Experience in cross team collaboration and organized activities (work with engineers)

• Experience with Mapbox services and their toolchains possibilities

• Be able to work both independently and with the team, solving increasingly complex problems

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 have received the Mapbox Non-US Privacy Notice for applicants, which is linked here. Completing this application requires you to provide personal data, such as your name and contact information, which is mandatory for Mapbox to process your application.

We are committed to a fair and equitable hiring process. We do not discriminate against any protected class.

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