Customer Support Engineer, Matterport - Tokyo
Core
Provide high-touch technical support and issue resolution for SMB and Enterprise customers of Matterport's spatial computing platform via phone, email, and chat.
Role type
Senior Support Engineer (Technical)
Builds
Matterport digital twin platform for the built world
Domain
Real estate technology / Spatial computing
Deliverable
client delivery
Required skills
Japanese (fluent), English (fluent), technical troubleshooting, customer issue resolution, cross-functional collaboration, product coaching, process improvement, ticketing systems, bug tracking systems
Preferred skills
3D space experience, CAD/BIM knowledge, Linux command line, startup environment experience, Enterprise customer support
Technologies
Salesforce, JIRA
Responsibilities
Research and resolve customer issues across all levels; contribute best practices to improve service quality; act as a product expert and coach the team on complex cases; liaise with cross-functional teams on product updates; onboard and train team members; represent customer issues to the product team; determine severity and workarounds for complex issues; collaborate with QA/Software/Hardware teams for resolution.
Seniority
Mid-to-Senior, hands-on IC
