Remote Technical Support

About MashginAt Mashgin, we are developing the future of checkout experiences. We aim to reduce the friction between customer desires and their ability to be on their way. 
In May 2022, Mashgin closed a Series B funding round at a $1.5B valuation. We are backed by some of Silicon Valley’s leading investors including Matrix Partners, NEA and Y Combinator. Our ecosystem is anchored by the only 3D computer vision and deep learning based checkout system in the world. We have 2,000+ locations world wide with customers across a wide spectrum of verticals including the NFL, MLB, Circle K, ampm, Aramark and Compass Group.
We value autonomy of ones work, a culture of respect for one another, and building products with empathy for our customers.
Position SummaryThis is a remote, entry-level 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!

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% or less 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 Zendesk
• 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

Mashgin is proud to be an equal opportunity employer. Individuals seeking employment at Mashgin are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation.