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About the Role
Matterport is seeking an enthusiastic Support Engineer to provide excellent, high-touch support for SMB and Enterprise customers. This role offers a career-building opportunity with exciting technology, supported by the company's development resources. The Support Engineer will collaborate with QA, Product, Engineering, and Finance teams to identify and resolve product issues.
Responsibilities
- Research, resolve, and record customer inquiries via phone, email, and chat, adhering to case management and escalation procedures.
- Contribute to best practices and guidelines to enhance the quality and capacity of Matterport's software and service offerings.
- Develop innovative solutions to complex problems while aligning with company goals and branding.
- Maintain high customer satisfaction through case surveys for all customers, including Enterprise level.
- Act as a product expert and coach the team on complex case handling.
- Liaise with cross-functional teams and communicate product and policy updates.
- Onboard new members and train existing team members on new features.
- Represent customer issues to the product team.
- Determine the severity, frequency, and potential workarounds for complex issues.
- Collaborate with QA/Software/Hardware teams to assess steps for issue resolution.
- Contribute to the creation of department procedures and processes.
- Perform other duties as assigned.
Requirements
- Bachelor's degree or equivalent experience.
- Fluent-level Japanese and excellent English written, verbal, and presentation skills.
- Experience working directly with customers in a high-contact capacity with a focus on issue resolution.
- A technical, engineering mindset, comfortable with various technologies and quick to learn system construction and operation.
- Comfortable troubleshooting problems with customers over the phone and via email/chat.
- Possess a broad range of technical knowledge.
- A quick learner who takes ownership and has strong, empathetic communication skills.
- Ability to handle multiple priorities, be flexible, and work well with others with minimal supervision.
- Ability to take initiative and succeed under pressure in a fast-paced, dynamic environment.
- Proven track record with customer-facing support and escalation management of critical applications.
- Strong communication and collaboration skills, both within the immediate team and with other cross-functional teams.
- Experience with support-ticketing systems, e.g., Salesforce (ideal).
- Experience with bug-tracking systems, e.g., JIRA (ideal).
- History of working in the 3D space (ideal, but not required).
- Industry knowledge of CAD/BIM (ideal, but not required).
- Knowledge of basic Linux command line interface commands (ideal, but not required).
- Prior experience with startups or a high level of flexibility in a loosely-structured environment (ideal, but not required).
- History assisting Enterprise level customers (ideal, but not required).
Skills
- Customer Support
- Technical Support
- Issue Resolution
- Case Management
- Escalation Management
- Product Expertise
- Cross-functional Collaboration
- Communication Skills
- Problem-Solving
- Salesforce (ideal)
- JIRA (ideal)
- 3D Space (ideal)
- CAD/BIM (ideal)
- Linux Command Line (ideal)
Location
- Tokyo
Work Type
- Full-time
Experience Level
- Not specified
Education Level
- Bachelor's degree or equivalent experience
Benefits
- Employees’ Pension Insurance (KOSEI NENKIN)
- Employees' Health Insurance (KENKO HOKEN)
- Employment Insurance (KOYO HOKEN)
- 18+ days annual leave
- Maternity leave (SANKYU)
- Paternity leave (IKUJI KYUKA)
- Parental leave
- Childcare leave
About the Company
- CoStar Group (NASDAQ: CSGP) is a leading global provider of commercial and residential real estate information, analytics, and online marketplaces.
- CoStar Group is on a mission to digitize the world’s real estate, empowering all people to discover properties, insights and connections that improve their businesses and lives.
- Matterport, part of the CoStar Group, is leading the digital transformation of the built world.
- Matterport's spatial computing platform turns buildings into data, making every space more valuable and accessible.
- Millions of buildings in over 177 countries have been transformed into immersive Matterport digital twins.
Equal Opportunity
- CoStar recognizes the positive value of diversity and promotes equality.
- CoStar aims to recruit the person most suited to the job and welcomes applications from people of all backgrounds including but not limited to; people of all genders, of all ages, sexual orientations, ethnicities, nationalities, religions and beliefs.
- CoStar Group is an Equal Employment Opportunity Employer; we maintain a drug-free workplace and perform pre-employment substance abuse testing.