Remote Technical Support

Position Summary

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. If you feel passionate about having empathy and white glove service for customer support, then this role would be a good fit for you!

What We Value:

• 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.

You Will Be

• 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)

Minimum Qualifications

• 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

Preferred Qualifications

• Experience using ServiceNow
• Strong technical ability: you should be comfortable doing things like installing drivers, diagnosing system issues, and building PCs using off-the-shelf components.
• Ability to lift 50 pounds or more.

What We Offer

• An opportunity to work on a small, multidisciplinary team with the potential to break new ground in many different industries
• Excellent health, dental and vision insurance for you and your dependents
• 401k plan
• Flexible PTO policy
• Competitive salary in a small, rapidly scaling company