Customer Support Engineer, Matterport Richmond, VA

Job Description

CoStar Group (NASDAQ: CSGP) is a leading global provider of commercial and residential real estate information analytics and online marketplaces. Included in the S&P 500 Index and the NASDAQ 100 CoStar Group is on a mission to digitize the worlds real estate empowering all people to discover properties insights and connections that improve their businesses and lives.

We have been living and breathing the world of real estate information and online marketplaces for over 35 years giving us the perspective to create truly unique and valuable offerings to our customers. Weve continually refined transformed and perfected our approach to our business creating a language that has become standard in our industry for our customers and even our competitors. We continue that effort today and are always working to improve and drive innovation. This is how we deliver for our customers our employees and investors. By equipping the brightest minds with the best resources available we provide an invaluable edge in real estate.

About Matterport:

Matterport is leading the digital transformation of the built world. Our groundbreaking spatial computing platform turns buildings into data making every space more valuable and accessible. Millions of buildings in more than 170 countries have been transformed into immersive Matterport digital twins to improve every part of the building lifecycle from planning construction and operations to documentation appraisal and marketing.

Role Description:

The Customer Support Engineer provides advanced technical and account support for Matterport customers. This role serves as the primary escalation point owning complex issues end-to-end including hardware troubleshooting and Return Merchandise Authorization (RMA) cases. The role partners closely with Product Engineering QA Hardware Operations and Finance to deliver timely high-quality resolutions. Our agents are expected to demonstrate strong technical judgment excellent written communication and a customer first mindset while operating within Matterports defined support scope escalation paths and quality standards.

Responsibilities:

• Resolve complex customer issues across phone email and chat as well as owning escalations through final resolution
• Troubleshoot advanced Matterport platform and hardware issues including cameras capture workflows uploads processing accounts and subscriptions
• Perform advanced hardware troubleshooting and manage the endtoend RMA process coordinating with Hardware and Fulfillment teams as needed
• Ensure high customer satisfaction for all SMB and Enterprise customers.
• Clearly document issues assess severity and root cause and identify workarounds to prevent repeat contacts and escalations
• Partner with Product Engineering QA and Hardware teams to drive timely resolution of customerimpacting issues
• Deliver a highquality customer experience by meeting SLAs CSAT targets adhering to quality standards and communicating clearly and professionally
• All other duties as assigned.

Basic Qualifications:

• 2 years of experience in a customerfacing support role resolving technical or productrelated issues
• Strong troubleshooting analytical and problemsolving skills
• Excellent written and verbal communication skills in US English
• Comfortable troubleshooting problems with customers over the phone and via email/chat
• Experience working with ticketing systems like Salesforce JIRA and structured escalation workflows
• Ability to manage multiple complex cases in a fastpaced highvolume environment
• Detailoriented wellorganized and able to work independently with minimal supervision
• A quick learner who will take ownership and has strong yet empathetic communication skills
• A track record of commitment to prior employers
• Bachelors degree from an accredited in-person not-for-profit college or university

Preferred Qualifications:

• Experience supporting a SaaS or cloud-based platform
• Hands on experience with hardware troubleshooting RMAs fulfillment or warranty workflows
• Experience supporting enterprise customers
• Background in 3D technologies and familiarity with CAD/BIM concepts
• Working knowledge of basic Linux command line tools
• Experience in startup environments or comfort operating in fast changing loosely structured organizations

Perks & Benefits:

When you join CoStar Group youll experience a collaborative and innovative culture working alongside the best and brightest to empower our people and customers to succeed.

We offer you generous compensation and performance-based incentives. CoStar Group also invests in your professional and academic growth with internal training and tuition reimbursement.

Our benefits package includes (but is not limited to):

• Comprehensive healthcare coverage: Medical / Vision / Dental / Prescription Drug
• Life legal and supplementary insurance
• Virtual and in person mental health counseling services for individuals and family
• Commuter and parking benefits
• 401(K) retirement plan with matching contributions
• Employee stock purchase plan
• Paid time off
• Tuition reimbursement
• On-site fitness center and/or reimbursed fitness center membership costs (location dependent)
• Access to CoStar Groups Culture Employee Resource Groups
• Complimentary in office gourmet coffee tea hot chocolate fresh fruit and other healthy snacks

Sponsorship Statement:

US: We welcome all qualified candidates who are currently eligible to work full-time in the United States to please note that CoStar Group is not able to provide visa sponsorship for this position.

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CoStar Group is an Equal Employment Opportunity Employer; we maintain a drug-free workplace and perform pre-employment substance abuse testing