# Techincal Support Engineer I
**Company:** [Mapbox](https://scaleengineer.com/companies/mapbox)
Technical Support Engineer I at Mapbox provides comprehensive customer support for the industry-leading real-time location platform, assisting over 4 million developers with complex geospatial solutions, APIs, and mapping services. This role combines technical troubleshooting, customer advocacy, and cross-functional collaboration to improve customer experience and drive product improvements. You'll work independently on support tickets, analyze customer feedback patterns, and partner with engineering teams to escalate critical issues while maintaining 24/7 on-call availability.
**Role:** Technical Support Engineer
**Seniority:** Junior
**Locations:** Mapbox Poland
**Salary:** 30400–45600 USD
[Apply](https://jobs.ashbyhq.com/mapbox/c628d8a7-7ab0-4a41-93cb-324844ba7d66)
Canonical: https://scaleengineer.com/jobs/mapbox/techincal-support-engineer-i
---
## Responsibilities

- Customer Issue Resolution: Break down complex customer questions related to the Mapbox platform stack into manageable components and deliver concise, friendly technical solutions through email support channels. Troubleshoot customer issues using strong debugging skills and comprehensive knowledge of APIs, SDKs, and mapping services.
- Ticket Analysis and Pattern Recognition: Regularly analyze support ticket data to identify recurring customer issues, technical pain points, and product gaps. Translate patterns and trends into actionable insights for service teams and product engineers to drive continuous improvement.
- Cross-Functional Collaboration: Collaborate with engineering, product, and design teams to advocate for customer needs and escalate root cause issues. Lead cross-team communication initiatives to address systemic customer challenges and improve documentation quality.
- Proactive Customer Experience Initiatives: Independently lead projects targeting customer trends, implement standards and best practices into support processes, and develop strategies to reduce support ticket volume while maintaining service quality.
- 24/7 On-Call Support: Participate in rotating on-call schedules to ensure round-the-clock availability for critical customer issues. Respond to urgent support requests and provide escalation management for high-priority incidents.
- Documentation and Technical Examples: Create technical examples and documentation that demonstrate optimal solutions to customers. Contribute to comprehensive documentation improvements that enable customer self-service and reduce support overhead.
- Customer Engagement: Provide exceptional customer service with friendly, clear communication and professional demeanor. Build positive customer relationships through effective prioritization and appropriate escalation of technical issues.

## Requirements

### education

- {"name":"Technical Foundation","description":"Bachelor's degree in Computer Science, Engineering, Information Technology, or equivalent practical technical experience demonstrating core computer science principles and software development fundamentals."}

### technical

- {"name":"REST APIs and API Integration","description":"Strong understanding of REST API design patterns, authentication mechanisms, error handling, and practical experience troubleshooting API integration issues for customers across multiple platforms."}
- {"name":"Debugging Tools and Techniques","description":"Proficiency with browser developer tools, API testing tools (Postman, curl), log analysis, and systematic troubleshooting methodologies to diagnose technical issues efficiently."}
- {"name":"Version Control Systems","description":"Practical familiarity with GitHub for reviewing customer code repositories, understanding commit history, branching strategies, and providing technical guidance on repository management."}
- {"name":"Support and Collaboration Platforms","description":"Hands-on experience with GitHub, Slack for team collaboration, and Jira for issue tracking and project management in collaborative support environments."}
- {"name":"Technical Writing and Documentation","description":"Ability to create clear, technically accurate documentation, code examples, and technical guides for customers with varying technical expertise levels."}

### experience

- {"name":"Technical Support Experience","description":"2-4 years of professional experience in technical support, customer success, or engineering support roles with demonstrated expertise in troubleshooting complex systems and resolving customer-reported issues."}
- {"name":"Debugging and Problem Solving","description":"Proven ability to identify root causes of technical problems, work through complex debugging scenarios, and develop effective solutions using analytical thinking and technical reasoning."}
- {"name":"Issue Escalation and Prioritization","description":"Experience appropriately prioritizing and escalating technical issues based on impact and urgency, with ability to manage customer expectations and timelines effectively."}
- {"name":"Cross-Functional Teamwork","description":"Track record of collaborating effectively with engineering, product, and design teams to identify systemic issues and drive improvements that benefit multiple stakeholders."}

## Skills

### required

- {"name":"Written Communication","description":"Excellent written English communication skills (B1+ proficiency) with ability to articulate complex technical solutions clearly and professionally to non-technical and technical audiences in support tickets and documentation."}
- {"name":"Oral Communication","description":"Strong verbal communication abilities to present technical findings, facilitate cross-team discussions, and explain troubleshooting approaches to customers and internal stakeholders in English."}
- {"name":"Customer Service Orientation","description":"Ability to maintain patience and empathy while working with frustrated customers, provide friendly support interactions, and consistently demonstrate customer-first problem-solving mindset."}
- {"name":"Technical Analysis","description":"Capability to break down complex technical problems, trace issues through multiple system components, and synthesize information from diverse sources to identify root causes."}
- {"name":"Platform Knowledge","description":"Growing familiarity with web platforms, cloud services, and mapping technology fundamentals sufficient to quickly learn and support a complex location platform ecosystem."}

### preferred

- {"name":"Geospatial Technology Knowledge","description":"Familiarity with geospatial concepts, tools, and data formats including GeoJSON, geographic information systems (GIS), OpenStreetMap (OSM), or mapping visualization tools like Kepler.gl."}
- {"name":"Support Ticketing Systems","description":"Prior experience with support ticketing solutions such as Zendesk, Jira Service Management, or other enterprise customer support platforms for managing complex ticket workflows."}
- {"name":"Mapbox Platform Experience","description":"Previous hands-on experience building with or troubleshooting Mapbox services, SDKs (JavaScript, iOS, Android), APIs, or other Mapbox toolchain components."}
- {"name":"Web Development Fundamentals","description":"Basic understanding of web development concepts, including HTML, CSS, JavaScript, and how web applications communicate with backend services through APIs."}
- {"name":"Product Collaboration","description":"Experience working directly with engineering and product teams in cross-functional settings to bridge customer feedback and product development decisions."}
- {"name":"Data Analysis and Metrics","description":"Experience analyzing support metrics, ticket trends, customer feedback patterns, and using data-driven insights to recommend process improvements and identify product gaps."}

## Tech stack

### tools

- {"name":"GitHub","description":"Version control platform used for reviewing customer code repositories, providing pull request feedback, and sharing technical examples with the support community."}
- {"name":"Slack","description":"Internal communication tool used for cross-functional collaboration with engineering, product, and design teams to coordinate customer issue escalations and improvements."}
- {"name":"Jira","description":"Project management and issue tracking platform used to document customer issues, track resolution status, and coordinate with development teams on product improvements."}
- {"name":"Zendesk","description":"Customer support platform (preferred experience) for managing support tickets, customer communications, and support metrics analysis."}
- {"name":"Kepler.gl","description":"Open-source geospatial visualization tool used by customers for analyzing and visualizing geographic data; familiarity enables better support for data analysis use cases."}
- {"name":"OpenStreetMap (OSM)","description":"Community-driven mapping data source often integrated with Mapbox services; understanding OSM enables guidance on data attribution, coverage, and data integration approaches."}
- {"name":"API Testing Tools","description":"Tools such as Postman, curl, and browser developer tools used for testing API endpoints, debugging integration issues, and validating customer technical configurations."}

### others

- {"name":"REST API Architecture","description":"Comprehensive understanding of RESTful API design principles, HTTP status codes, authentication patterns, and rate limiting to troubleshoot customer API integration issues effectively."}
- {"name":"Geospatial Concepts","description":"Foundational knowledge of geographic coordinate systems, projections, geocoding, routing algorithms, and map rendering to support customer questions about location-based functionality."}
- {"name":"Web Performance Optimization","description":"Understanding of web performance metrics, map rendering optimization, tile delivery systems, and client-side performance tuning to guide customers on mapping application performance."}
- {"name":"Debugging Methodology","description":"Systematic approach to isolating technical problems through log analysis, network inspection, reproducible test cases, and iterative hypothesis testing."}

### databases

- {"name":"GeoJSON","description":"Standard geospatial data format widely used by Mapbox customers for representing geographic features, styles, and map data in support requests and technical examples."}
- {"name":"Spatial Databases","description":"Conceptual understanding of geographic databases and spatial indexing to support customer questions about data storage, querying, and optimization related to location data."}

### languages

- {"name":"JavaScript","description":"Core language for Mapbox SDK implementations and web-based customer integrations; essential for understanding customer code issues and providing debugging guidance."}
- {"name":"HTML/CSS","description":"Fundamental web technologies used in customer integrations with mapping services; knowledge supports troubleshooting frontend issues and understanding web application architecture."}

### frameworks

- {"name":"Mapbox GL JS","description":"Primary JavaScript library for rendering interactive maps in web browsers; deep familiarity enables effective customer support for web-based mapping implementations."}
- {"name":"Mapbox Services","description":"Comprehensive platform including geocoding, directions, navigation, matrix, and data services APIs that support diverse customer use cases requiring specialized troubleshooting knowledge."}

## Benefits

### benefits

- {"name":"Hybrid and Remote Flexibility","description":"Work comfortably from home with periodic office access when applicable, providing flexibility to maintain work-life balance and accommodate personal circumstances."}
- {"name":"Comprehensive Health Coverage","description":"Country-specific private health, dental, and vision plans tailored to enhance regional statutory benefits, ensuring robust medical coverage for you and your dependents."}
- {"name":"Family-First Support","description":"Generous family care services, maternity and paternity leave policies, and adoption support to enable employees to balance career growth with expanding families."}
- {"name":"Lifestyle Spending Account","description":"Annual contributions supporting health, wellness, fitness, mental health services, and personal professional development opportunities."}
- {"name":"Mental Health and Wellness","description":"Dedicated mental health support services available for employees and dependents, including counseling, therapy, and wellness programs to support overall wellbeing."}
- {"name":"Generous Time Off and Paid Leave","description":"Competitive paid time off, company holidays, and generous absence policies with paid volunteering time for community engagement and personal recharge."}
- {"name":"Professional Development","description":"Culture emphasizing teaching and learning with access to resources, mentorship, and training to support career growth within your function and across the company."}
- {"name":"Inclusive and Diverse Workplace","description":"Commitment to building a diverse team with an inclusive culture welcoming people of all backgrounds, genders, ethnicities, abilities, and sexual orientations."}

## Compensation

- **max:** 45600
- **min:** 30400
- **currency:** USD
- **stockOptions:** false

## Interview process

### steps

- {"name":"Application Review","description":"Resume and application screening to assess relevant technical support experience, communication skills demonstrated through writing samples, and alignment with role requirements including debugging and problem-solving capabilities."}
- {"name":"Technical Screening Call","description":"Initial phone or video conversation with hiring manager covering technical background, support experience, understanding of APIs and web technologies, and motivation for joining Mapbox's support team."}
- {"name":"Practical Problem-Solving Assessment","description":"Technical evaluation involving hypothetical customer support scenarios, debugging exercises, or sample support tickets to assess your approach to complex problem resolution and communication clarity."}
- {"name":"Cross-Functional Collaboration Interview","description":"Meeting with engineering or product team members to evaluate potential for effective cross-team collaboration, customer advocacy, and ability to communicate technical information across different expertise levels."}
- {"name":"Customer Service Simulation","description":"Role-play or simulated customer interaction to assess communication style, empathy, patience, and ability to maintain professionalism while handling frustrated or complex customer scenarios."}
- {"name":"Final Leadership Interview","description":"Conversation with senior support leadership or engineering management to discuss career goals, culture fit, learning approach, and long-term potential within Mapbox's support and engineering organization."}

## Full description
Mapbox is the leading real-time location platform for a new generation of location-aware businesses. Mapbox is the only platform that equips organizations with the full set of tools to power the navigation of people, packages, and vehicles everywhere. More than 4 million registered developers have chosen Mapbox because of the platform’s flexibility, security and privacy compliance. Organizations use Mapbox applications, data, SDKs and APIs to create customized and immersive experiences that delight their customers. 

## **What We Do**

Our Support Team is composed of a diverse group of professionals such as developers, designers, and data specialists. Our team’s experience allows us to be knowledgeable about every aspect of the Mapbox stack, enabling us to provide exceptional support to our customers.

We publish comprehensive documentation and provide direct email support to ensure that our users have the resources they need to succeed.

Moreover, we are committed to identifying cross-team root issues, advocating for targeted improvements to our products and documentation, and helping our customers grow with Mapbox.

## **What You'll Do**

* Break down complex customer questions into manageable pieces and find solutions in the Mapbox stack. Communicate those solutions through concise and friendly responses
* Provide excellent customer service, manage incoming customer issues, and collaborate with internal teams to ensure customer needs are met or exceeded
* Analyze user feedback and translate it into actionable next steps for our service teams and product engineers
* Take on proactive projects to address customer trends and advocate their needs in cross-team communication and projects lead
* Regularly analyze ticket data to identify patterns and trends, lead cross-team communication and common tasks to improve customer experience
* Independently lead initiatives aimed at improving customer experience and reducing the volume of support tickets
* Develop and implement standards and best practices into existing processes
* Participate in on-call rotation with the support team to ensure 24/7 availability for our customers
* Use excellent written and oral communication skills to clearly articulate solutions to customers and service teams

## **What We Believe are Important Traits for This Role**

* 2-4 years experience
* Excellent written communication skills to clearly articulate technical solutions to customers
* Exemplary written and oral communication (B1+) and writing skills in English
* Broad range of complex technical and analytics skills and tools to reach customer needs (e.g., API’s, Debugging Tools etc.)
* Create examples that demonstrate the best technical solution to customers
* Strong debugging skills to troubleshoot and solve customer issues
* Ability to prioritize and escalate issues appropriately and effectively
* Customer engagement skills to provide friendly and effective support
* Familiarity with GitHub, Slack, and Jira

**Preferred Qualifications**

* Knowledge of Support ticketing solutions such as Zendesk and Jira Experience working with engineering and product teams
* Familiarity with geospatial tools and data such as (GeoJSON, [Kepler.gl](http://kepler.gl), OSM etc.)
* Experience in cross team collaboration and organized activities (work with engineers)
* Experience with Mapbox services and their toolchains possibilities
* Be able to work both independently and with the team, solving increasingly complex problems

## **What We Value**

In addition to [our core values](https://www.mapbox.com/about/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.

## How We Support You

* **Hybrid/Remote Options:** Enjoy flexibility to work comfortably from home or periodically from an office where applicable.
* **Country-Specific Care & Coverage:** Private health, dental, and income protection plans tailored to elevate your regional statutory benefits.
* **Family-First Support:** Family care, maternity and paternity leave policies to support your growing family.
* **Lifestyle Spending Account:** Contributions to support your health, wellness, and personal growth
* **Balance & Brainpower:** Mental health support for you and your dependents.
* **Rest & Recharge:** Paid time away, company holidays, and generous absence policies.
* **Time Off to Give Back:** Dedicated paid volunteering time in addition to your standard PTO.

Our annual compensation for this role ranges from $30,400 - $45,600 (salaries are in USD). Job level and actual compensation will be decided based on factors including, but not limited to, individual qualifications objectively assessed during the interview process (including skills and prior relevant experience, potential impact, and scope of role).

By applying for this position, you acknowledge that you have received the [Mapbox Non-US Privacy Notice](https://www.mapbox.com/legal/applicant-privacy-notice/) for applicants, which is linked here. Completing this application requires you to provide personal data, such as your name and contact information, which is mandatory for Mapbox to process your application. 

_We are committed to a fair and equitable hiring process. We do not discriminate against any protected class._

  
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