This is a hybrid role where you will spend part of your time covering a low volume support desk handling customer tickets as well as being proactive to help customers overcome technical issues during onboarding and adoption of our platform.
We need a real problem solver to join our team; someone who can crush the technical issues that our customers experience. On a daily basis you will report to the Head of Global Customer Success and work from our Austin office, and as a Customer Success Engineer your key role is to support customers, partners and system integrators in their efforts to implement solutions on top of our SaaS platform, MapsIndoors.
Some of your tasks are:
- Provide support on architecture and best practices for our APIs and SDKs for both web and mobile implementations on Android and iOS to clients and partners
- Exceed customer expectations on response quality, timeliness of responses and overall customer experience
- Assist clients and partners in analyzing, troubleshooting and diagnosing their implementations and applications
- Partner with CSMs to perform customer health checks
- Author and review knowledge base content to promote support scalability and improve self-service capabilities
- Assist in improving our tutorials, samples and documentation
Furthermore we expect you to be able to assist in training clients and partners in use of our CMS and showcase apps.
You will work with a wide range of customers ranging from some of the world’s largest corporations and best-known technology companies to smaller local companies. Your effort will impact millions of end users every day while giving you a unique opportunity of a diverse work day as well as gaining knowledge and insights of a wide range of technologies, processes and methods.
To be a success as our new Customer Success Engineer you need:
- 5 or more years of experience in technical support, customer support, system administration or a related customer-facing role, with at least 3 years in a technical role
- Experience in supporting SaaS applications ranging from application level down to APIs and SDKs
- International experience is an advantage
- Experience with Jira Service Desk as an administrator is a plus
It is a plus if you have an understanding of e.g. Postman, python etc., and experience in developing and debugging client-side code for web and mobile.
As a person you are tech-savvy and curious. You thrive in a role where you get to solve pains and communicate with different clients in order to help them. You always keep a strong focus on providing the best service and you are self-driven. Besides that you are a teamplayer - teamwork is a keyword in MapsPeople and in the team you will be a part of, and we can’t wait to meet our new colleague!
You can expect a job with a lot of exciting professional and personal challenges. Your effort will make a difference for clients around the world, where our platform plays a central role in regards to indoor mapping, indoor positioning, and in the integration with various software and hardware technologies.
You can expect us to work together and pull together as a team.
You will experience modern office facilities with room for contemplation and an informal and dynamic company culture.
We offer a compensation package that matches your qualifications as well as flexitime, lunch, and retirement and healthcare plans.
MapsPeople - guiding you anywhere - anytime:
MapsPeople is a world-leading provider of indoor navigation through our flagship product ‘MapsIndoors’. For more than a decade, we’ve been a trusted partner and provider of Google Maps licensing products.
From our offices in Aalborg (HQ), Copenhagen, Munich, Austin, and Singapore we strive to bring value to our customers and end-users. We are proud to serve some of the world’s most recognized companies and institutions, e.g. Arlanda Airport, Golden State Warriors, Miami Dade College, Mobile World Congress, and many more.
We have a strong collaboration with Google Maps, and for several years, we have been a Google Maps Premier Partner.
At MapsPeople we value professionalism, creativity, and speed in an informal environment.
We are 100+ dedicated employees who represent 22 different nationalities. To support our continued growth, we are recruiting a lot of new talent.
We look forward to receiving your resumé for this position. Please upload your documents in pdf-format by clicking on the 'Apply for this job'-button below.
For more information, reach out to Recruiter, Marcus Kaas, on phone +45 2764 4280 or e-mail email@example.com.
NOTE for candidates: To comply with European legislation regarding the processing of personal information (GDPR), we only accept applications and resumes via the MapsPeople career site (career.mapspeople.com). This means that only applications/resumes submitted via the career site are considered in the recruitment process. Applications and resumes sent to MapsPeople employees on e-mail are discarded without notice.
NOTE for headhunters/recruiting agencies: MapsPeople does not accept forwarding of any candidate resumes or candidate description from third parties including recruiting agencies or consultancy companies without an explicit and written agreement.
In case MapsPeople hires a candidate who has connected to MapsPeople or applied for a specific job via our career site.