About Mapped
Mapped is an AI-powered data platform for commercial and industrial spaces. We help property owners, facility operators, and solution providers rapidly access real-time data from building systems, sensors, devices, and vendor APIs by automating data discovery, extraction, and normalization. Mapped uses machine learning to abstract the complexities of data integration, creating an independent data layer based on an open-source data model.
About the role
- We are seeking an enthusiastic and adaptable early-career professional to join our team as a Support Engineer. In this role, you will be the first line of defense for customer support inquiries, helping troubleshoot issues and ensuring a smooth experience for our users. When the support queue is light, you will contribute to various projects that are critical to our business operations, gaining exposure to different aspects of our technology and services.
- This position is ideal for someone who is eager to learn, highly adaptable, and looking for hands-on experience across multiple functions in a fast-paced environment. You will have the unique opportunity to grow from the ground up within our organization, as we specialize in innovative solutions that are not replicated elsewhere in the industry.
- Please note - this position is focused on candidates in Florida. It is WFH, so "remote", but still regionally oriented.
What you'll do
- Customer Support & Troubleshooting:
- Monitor the support queue and respond promptly to customer inquiries.
- Diagnose and resolve technical issues, escalating complex cases as needed.
- Provide clear and concise communication to customers throughout the troubleshooting process.
- Technical Documentation & Knowledge Building:
- Assist in developing and improving the API Reference Guide by backfilling low-knowledge, high-effort documentation.
- Contribute to internal knowledge bases and troubleshooting guides to enhance team efficiency.
- Technical Operations & Development Support:
- Support gateway configurations and assist with integrations to improve customer onboarding and experience.
- Participate in cross-training initiatives to develop skills in connector development and related technologies.
- Marketing & Outreach Support:
- Collaborate with the marketing team to generate social media content that highlights our products, services, and industry insights.
- Contribute to content creation projects such as blog posts, case studies, and product updates.
Qualifications
- Education: Bachelor’s degree or equivalent experience in a technical field (e.g., Computer Science, Information Systems, Engineering, or a related field) preferred.
- Technical Skills: Basic understanding of APIs, troubleshooting methodologies, and the ability to contribute to technical documentation. Experience with network configurations, integrations, or development is a plus.
- Communication Skills: Strong verbal and written communication skills, with the ability to explain technical concepts to non-technical audiences.
- Adaptability: Willingness to learn new skills and pivot between different types of tasks as business needs evolve.
- Problem-Solving: Analytical mindset with a proactive approach to identifying and resolving issues.
- Collaboration: Ability to work effectively within a team and across departments.
Benefits
(Applicable for regular full-time roles based in the US)
- Fully distributed, flexible, remote working with competitive salary.
- Medical, dental, vision, and 401(k) benefits.
- Unlimited PTO + 10 company holidays
- Paid parental leave for both mothers and fathers.
- Comprehensive on-the-job training and opportunities for professional growth.
- Mentorship: Work closely with experienced team members and leaders who are invested in your development. (Improved clarity)
- A dynamic work environment with opportunities to gain experience in multiple areas of the business.
- Potential for advancement into specialized roles such as API Developer, Technical Writer, Solutions Engineer, or Product Specialist.Unlimited PTO + 10 company holidays
Mapped is an equal opportunity employer that highly values diversity. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or any other protected class.