Matterport is leading the digital transformation of the built world. Our groundbreaking spatial computing platform turns buildings into data making every space more valuable and accessible. Millions of buildings in more than 150 countries have been transformed into immersive Matterport digital twins to improve every part of the building lifecycle from planning, construction, and operations to documentation, appraisal and marketing.
We’re excited to announce that Matterport will be publicly listed on NASDAQ this year. It’s an exciting time to join us!
Matterport is a 3D immersive media SaaS company that makes it easy for anyone to quickly and inexpensively create a digital 3D model of any physical space. Our 3D immersive media platform is used across many industries to improve how people make decisions about properties. We are the world leader in the category we invented, having built digital models of over 1.5 million properties so far!
Starting with residential real estate, where 8% of all homes sold in the US last year had a Matterport 3D tour, the company has changed how people experience physical spaces. Our product offering is selling exponentially in new markets like apartment and vacation rentals, hotels, event venues, insurance, retail environments, as well as architecture, engineering, and construction.
We have an end-to-end system for crafting, experiencing, and changing cloud-based immersive 3D models of real spaces. Our product suite improves the way people experience and visualize physical spaces making it incredibly fun and practical for users to move through real-world spaces as if they were there.
With funding from a group of stellar VCs and investors, we are changing the way we all see the world!
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The Role
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- Matterport is looking for an enthusiastic Customer Support Engineer who will provide excellent, high-touch support for SMB and Enterprise customers alike. The ideal candidate is a quick learner with a positive, can-do attitude, friendly personality, with strong problem-solving abilities. In addition to working with customers, the Customer Support Engineer will work with Finance, QA, Product, and Engineering team members to help identify and resolve issues in Matterport products. Experience with online support forums and communities is a plus!
Responsibilities
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- Provide first-class customer support to both SMB and Enterprise customers via phone, email, and chat
- Report, profile, and when possible, diagnose new product issues
- Determine severity, frequency, possible workarounds
- Work with QA/Production/Engineering/Finance as needed to assess and resolve customer issues
- Document product changes, maintain and improve online product support pages
- Foster an online support community for Matterport customers
- Help build and improve customer support systems
- Work with Product to identify opportunities to improve Matterport’s offering and reduce the number of support questions and issues
Requirements
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- 4 or more years working directly with customers to resolve technical issues (technical support, technical account management, or similar)
- Comfortable troubleshooting problems with customers over the phone and via email and chat, and a natural curiosity about technology
- Strong communication and collaboration skills, with immediate team and other groups
- Strong attention to detail and a sense of humor
- Familiarity with support-ticketing systems
- Familiarity with JIRA or other bug-tracking systems
- Prior experience with startups, or a high level of flexibility and comfort in a loosely-structured environment
- A background in coding, consumer electronics, QA, or a similar technical interest is preferred
- Experience serving enterprise-level customers is a plus
Matterport is shaking up the 3D world. Our team has developed an end-to-end 3D platform that allows anyone to create, edit, and share 3D models of real-world spaces. Our tools are already used by thousands of professionals in a variety of industries, including real estate, hospitality, and location-scouting, as well as by hobbyists who just want to dive into 3D.
At Matterport, we don’t just accept differences — we celebrate it and recognize the value it brings to our customers and employees. Matterport is proud to be an equal opportunity workplace and is an affirmative action employer. Equal opportunity and consideration are afforded to all qualified applicants and employees. We won’t unlawfully discriminate on the basis of gender identity or expression, race, ethnicity, religion, national origin, age, sex, marital status, physical or mental disability, Veteran status, sexual orientation, and any other category protected by law. We also consider all qualified applicants regardless of criminal histories, consistent with legal requirements.
Matterport is committed to working with and providing reasonable accommodation to applicants with disabilities in accordance with the American Disabilities Act and local disability laws. We are committed to providing employees with a work environment free of discrimination and harassment and provides a sense of inclusion and belonging.
For information regarding how Matterport collects and uses personal information, please review our Privacy Policies.
