Technical Support, Mashgin

• If you feel passionate about having empathy and white glove service for customer support, then this role would be a good fit for you!
• Impact: You will own significant responsibility and have total ownership over your work. We stay lean and efficient, so your work directly impacts the product we ship every day
• Simplicity: Complexity is a waste of time here—we take pride in building things that just work
• Hard Work: Forget the glamorous research papers. We prioritize the hard work it takes to achieve real-world clarity and accuracy. You will innovate relentlessly to push the boundaries of what’s possible in visual automation
• Humility: No task is beneath you. Whether it's high-level architecture or grunt work to fix a bug, we check our egos at the door and get real work done
• Ruthless Prioritization: If everything is on fire, nothing is. You will be expected to prioritize ruthlessly, cutting through distractions to focus on the most impactful product improvements
• Customer Innovation: We are customer-centric, not customer-pleasing. You won’t bend to every client demand; you will let innovation drive the product forward to solve the real problems our users face
• Efficiency: Meetings suck. We keep them short and only use them for alignment, giving you your time back to focus on real work
• Bachelor’s Degree (or equivalent experience)
• Self-starter who is comfortable getting the job done without much assistance
• Relentlessly resourceful, always thinking outside the box to solve complex problems
• Strong communication skills
• Prior IT Helpdesk experience

Desirable

• This is a remote, early career position on our Support Team where you will be responsible for becoming a product expert on Mashgin's offerings, and handling customer support tickets and calls from our clients all over the world
• You will be serving a key role ensuring that issues are resolved and customers are successful with Mashgin. Excellent customer support skills, technical troubleshooting skills, and problem solving are critical to this role
• This is a full time, remote working role where you will receive a weekly schedule and be responsible for resolving support tickets in the queue
• Diagnosing and troubleshooting technical issues remotely
• Taking charge of customer issues from beginning to end - while working in a dynamic and fast-paced environment
• Responding to customer escalations and inquiries related to Mashgin's hardware and software
• Maintaining a subject-matter expert level of knowledge of deployment systems and software
• Leveraging chat, email, and video conferencing to help our customers with deployment systems, software, and hardware issues
• Reviewing and resolving issues by utilizing support documents
• Becoming a product expert - you'll be a go-to resource for both customers, clients, and internal team members
• Occasionally traveling the country to help deploy and launch new locations and help customers (10% travel is expected)