Full-Time Support Engineer - Software and Applications

 THE OPPORTUNITY

Can you imagine yourself at an innovative high-growth company in a role that takes your analyzing and troubleshooting skills to the next level?

We are NavVis Inc., the US team of Munich-headquartered NavVis, leader in global spatial intelligence. We are looking for a Support Engineer located in the United States (preferably in Los Angeles or Denver). This exciting opportunity will make you a critical part of our Customer Experience Team. You will be the first point of contact for our customers and partners worldwide, whenever they struggle in using our products. We will enable you to become an expert on our Mobile Mapping Systems, Processing Software and Web Services like IVION. Join the team in solving our customers' issues by investigating and summarizing the most important technical facts, testing known workarounds and finally improving our overall troubleshooting procedures to scale Support to the next level.

The Support Engineering Team, that you would join, consists of around 14 experienced professionals with a diverse set of cultural and professional backgrounds, who share a passion for hardware analysis, software debugging, and of course problem-solving.

If you are eager to use your creativity and technical affinity to strengthen our customer experience, then you just might be the person we are looking for!

HOW YOU WILL MAKE AN IMPACT

• You will be the first point of contact for our customers on multiple channels (phone, email, forums...)
• You will be an expert in the use of our products and educate our customers on best practices
• You will solve known and common issues by using workarounds and fixes described in our internal knowledge base
• You will identify severe or high priority issues and efficiently coordinate with specialists
• You will strengthen your team's knowledge by creating new technical articles internally and for our partners
• You will get to actively shape and redefine our team's Support processes to scale with our growing customer base

WHAT WILL HELP YOU SUCCEED IN THE ROLE

• A Bachelor's degree in computer science, civil engineering, electrical engineering or similar; (we are open to candidates without a degree, but a self-taught understanding of electronics and software)
• Previous experience in Customer Support, no matter if from an internship, a working-student position or your full-time professional career
• Your remarkable time-management skills will help you juggle a variety of tasks and projects without lowering the bar on quality
• A client-first mindset and drive to go the extra mile will make you a trustworthy agent for our customers
• Your fantastic communication and listening skills will help you succeed not only from a customer perspective but also with internal cross-team stakeholders
• Your strong ability to understand technical details within one or more of these areas will let you succeed in no time:
  -- surveying and scanning industry
  -- web service development and Cloud infrastructure
  -- point cloud data, image processing or SLAM algorithms
  -- User experience with Ubuntu will enable you to get familiar with our operating system
• Work authorization for the US

HOW WE WILL KNOW WE ARE A PERFECT MATCH

Your recruiting partner for this role is Kim (she/her). You can expect to go through a screening call, and up to 4 rounds of interviews, where we would love to discover your passion and interests, introduce you to who we are and what drives us, and finally understand how we can potentially add value to each other's growth.