Product Support

Smartcar is on a mission to simplify how people securely connect their favorite apps and services to their cars. We build developer-friendly vehicle APIs so businesses can use a single integration to make their products available to cars across brands.
Founded in 2015, Smartcar has raised $36M from Andreessen Horowitz, New Enterprise Associates, and Energize Ventures. We are now the leading developer platform for mobility businesses across America, Canada, and Europe, serving amazing customers like British Petroleum (BP), Turo, NRG, and more.
Innovative mobility companies use our API platform to manage EV charging schedules, verify mileage, issue digital car keys, monitor fleets, and much more.
As a part of Smartcar’s Product Support Team, you will be the primary technical contact for customers and you will play a critical role in our overall developer experience. You will work closely with Customer Success, Product, Sales, and Engineering to help troubleshoot and escalate complex technical issues.
In this role you will report directly to Victor Black, our Director of Customer Success
Feel free to check out what our interview process looks like.
All of our openings are remote within the United States. We’d love for you to join us!

Key Responsibilities

• Be a Smartcar API expert
• Own all inbound technical support requests from vehicle owners and customers across the US and Europe
• Work with Engineering to understand and resolve complex technical issues
• Write and maintain in-depth troubleshooting documentation for internal and external purposes
• Collaborate with Customer Success to provide additional support during onboarding and implementation for small to enterprise level accounts
• Navigate Smartcar’s technical stack to point engineers at specific issues
• Serve as the voice of the customer internally by identifying challenges and proposing improvements to our products and processes

Who You Are

• 3-7 years of experience in a Support or Success Engineer role or equivalent at a B2B SaaS company
• At least 1 year of client-facing or customer service experience
• Experience working with and troubleshooting APIs
• Strong technical and troubleshooting skills
• Comfortable with navigating ambiguity while balancing competing priorities, gauging impact, and selectively escalating
• Data driven mindset with experience with BI/data tools like Metabase, Tableau, or similar
• Excellent verbal & written communication

Bonus

• Familiar with Javascript (node.js), SQL, and Cloudwatch

Manager

• Victor Black - Director of Customer Success

Your Team

• Victor Black
• Laura Huddle
• Ryan Turiello
• Skye Lyon
• Steve Lamas

Compensation and Benefits Package

• Base salary determined by years of experience: $90,000 - $120,000
• Competitive equity
• Remote work within the United States.
• Health, Dental and Vision covered at 90% for all plans and 80% coverage for dependents, which amounts to approximately $11,000 a year
• 401K matching at 4%
• Unlimited PTO and 10 days of paid holidays
• Wellness stipend of $50 a month
• Cell phone and Internet stipend of $50 a month
• $300 yearly learning and development stipend
• $350 work-from-home stipend
• 8 weeks of 100% paid parental leave with a 1-week half day ramp back time and a 5 week Freshly subscription
• 10 days of paid bereavement leave

Sponsorship

• We do not currently support any new sponsorship opportunities or sponsorship transfers for this role

Recruiter For This Role

• Steven Stone

Smartcar is an equal opportunity employer and values diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
If you have a disability or special need that requires accommodation, please do not hesitate to reach out, in confidence, to mathilde@smartcar.com with how we can he