Customer Support Engineer (Mapbox)

Location: hirify.global Poland; hybrid or remote options available

Annual compensation: $30,400–$45,600 USD

Company

hirify.global provides real-time location technology, including applications, data, SDKs, and APIs for navigation and location-aware experiences.

What you will do

• Break down complex customer questions, troubleshoot issues in the hirify.global stack, and communicate concise technical solutions.
• Manage incoming customer issues, prioritize and escalate them appropriately, and collaborate with internal teams.
• Analyze user feedback and ticket data to identify patterns, translate findings into actions, and improve customer experience.
• Lead proactive initiatives and cross-team projects that address customer trends and reduce support-ticket volume.
• Develop and implement support standards and best practices.
• Participate in an on-call rotation to help ensure 24/7 customer availability.

Requirements

• 2–4 years of relevant experience.
• Excellent written communication skills for clearly explaining technical solutions to customers.
• English communication and writing skills at B1+ level.
• Broad technical and analytics skills, including APIs and debugging tools.
• Strong debugging skills and the ability to troubleshoot and solve customer issues.
• Ability to prioritize and escalate issues effectively.
• Customer engagement skills for friendly and effective support.
• Familiarity with GitHub, Slack, and Jira.
• Ability to create examples demonstrating the best technical solution for customers.

Nice to have

• Experience with support ticketing solutions such as Zendesk and Jira.
• Experience working with engineering and product teams and participating in cross-team collaboration.
• Familiarity with geospatial tools and data such as GeoJSON, Kepler.gl, and OSM.
• Experience with hirify.global services and their toolchains.
• Ability to work independently and collaboratively while solving increasingly complex problems.

Culture & Benefits

• Flexible hybrid/remote work from home or periodically from an applicable office.
• Private health, dental, and income-protection coverage tailored to regional benefits.
• Family-care support, maternity and paternity leave, and a lifestyle spending account.
• Mental-health support, paid time away, company holidays, and generous absence policies.
• Dedicated paid volunteering time, plus an environment focused on teaching, learning, inclusion, and employee growth.