Manager, Support Engineering at Mapbox
San Francisco, CA, US
Maps are no longer static. Our maps represent the ever-evolving world, accessing, aggregating, and adapting anonymous data from millions of sensors and phones in real-time. Mapbox has the exciting opportunity to power devices and products across the next frontier in location-based data, such as Internet of Things and AR/VR.
 
Whether you’re watching the delivery of your grocery order on Instacart, looking at a gym on ClassPass, sending your snaps on Snap, tracking your personal best on Strava, monitoring your gas budget on Metromile, or checking today’s forecast on The Weather Channel, Mapbox is the location and maps within those apps. We’re changing how people move by live-mapping the world. We are the developer platform for location.

Who We Are

Our support team consists of developers, designers, educators, and writers. We write code examples, publish documentation, provide direct email support, answer questions on StackOverflow, and build small applications to speed up our internal processes. We are knowledgeable about every part of the Mapbox stack and collaborate with teams across time zones to incorporate user feedback and perspectives into our product. We are as invested in Mapbox tools and the people building them as we are in our users. We are the platform experts, our users not only write us when they have a problem, they consult with us on the best configuration options available for their applications. 

What you’ll Do

Team Building
  • Help recruit and retain top performers that share our team’s mission and values
  • Coach team members on support best practices, products and technology, and soft skills
  • Provide personalized, timely, and constructive feedback and recognition to team members 
  • Help team members identify and work towards personal and career growth goals 
  • Identify and remove barriers to team productivity and operational success
  • Iterate on our onboarding initiatives for new hires and continual learning
Growing Support
  • Scale our Dedicated Support offering and best practices
  • Build and track performance metrics, set a vision for success, inspire the team to deliver results, and regularly report team’s KPIs to the broader company 
  • Collaborate with Product and Engineering teams to solve problems, streamline process and communication, and get necessary training for better troubleshooting
  • Dedicate time to work on customers inquiries, mainly to stay up to date with the tools and technologies
  • Co-own the day to day operations of the Support team
  • Configure and refine Zendesk and related apps and integrations
  • Amplify and advocate for customer feedback with internal teams

What We Believe are Important Traits for This Role

  • Worked with Zendesk and familiar with the setting and configurations
  • Experience managing or consulting to an enterprise/premium Support team 
  • Good understanding of global Support processes and requirements
  • Large scale and cross functioning project management experience
  • Problem-solving and analytical skills
  • Excellent interpersonal and customer service skills, including email, phone interpersonal and presentation skills; concise, actionable, and strategic communication style 
  • Learner mindset: ability to learn technical content and context quickly.  
  • Technically adept: understands the technical environments common to platform customers 
  • Can clearly explain customer solutions and problems to Mapbox product and engineering teams and articulate the priority and severity
  • Empathetic: always has the team’s and customers’ best interests in mind when making decisions and rolling out new processes
  • Strong organizational skills: ability to track and execute upon the smallest details, while never losing sight of the big-picture priorities and goals. Ability to juggle a variety of project priorities and work independently
  • Willingness to join an on-call rotation. Every engineer at Mapbox is on-call
  • Willingness to travel on a quarterly basis (flexible) mostly to have face time with direct reports