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Technical Support Engineer, SF or DC
Washington, DC, US / San Francisco, CA, US
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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
, 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
available for their applications.
What You’ll Do
Break down complex customer questions into manageable pieces, dive into the Mapbox stack to find the answers to those questions, and craft concise and friendly responses
Work with our engineering and documentation teams to ensure our product documentation and code examples are up to date and accurate
Work with the rest of the Mapbox support team to ensure we’re consistently delivering high-quality support to our customers
Aggregate user feedback and turn it into actionable next steps for Mapbox product engineers
Monitor our public GitHub repositories to track open issues and assist Mapbox users and contributors as needed
Be part of the on-call rotation
What We Believe are Important Traits for This Role
Exemplary written communication and technical writing skills
History of customer-first focus and empathy
Familiarity with web or native mobile development
Comfortable with tools such as GitHub and the command line
Experience working with engineering and product management teams as part of the software development process
Experience with geospatial tools
Experience with software development
Formal or informal education experience
Experience working on open source software or managing projects in GitHub
What We Value
In addition to
our core values
, which are not unique to this position and are necessary for Mapbox leaders:
We value high
performing creative individuals who dig into problems and opportunities
We believe in individuals being their whole selves at work. We commit to this through supportive health care, parental leave, flexibility for the things that come up in life, and innovating on how we think about supporting our people
We emphasize an environment of teaching and learning to equip employees with the tools needed to be successful in their function and the company
We strongly believe in the value of growing a diverse team and encourage people of all backgrounds, genders, ethnicities, abilities, and sexual orientations to apply
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