What We Value:
- Impact: You will own significant responsibility and have total ownership over your work. We stay lean and efficient, so your work directly impacts the product we ship every day.
- Simplicity: Complexity is a waste of time here—we take pride in building things that just work.
- Hard Work: Forget the glamorous research papers. We prioritize the hard work it takes to achieve real-world clarity and accuracy. You will innovate relentlessly to push the boundaries of what’s possible in visual automation.
- Humility: No task is beneath you. Whether it's high-level architecture or grunt work to fix a bug, we check our egos at the door and get real work done.
- Ruthless Prioritization: If everything is on fire, nothing is. You will be expected to prioritize ruthlessly, cutting through distractions to focus on the most impactful product improvements.
- Customer Innovation: We are customer-centric, not customer-pleasing. You won’t bend to every client demand; you will let innovation drive the product forward to solve the real problems our users face.
- Efficiency: Meetings suck. We keep them short and only use them for alignment, giving you your time back to focus on real work.
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% 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 ServiceNow
- 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
