Customer Support Engineer
Mason is the only fully managed infrastructure for developing and delivering dedicated devices. We make it easy for anyone to turn an idea into a smart product and ship it to anywhere in the world. Our mission is to enable our customers to create smart and sustainable products on behalf of humanity.
Come build an infrastructure company from scratch!
Mason is looking for a Support Engineer to partner closely with our product, operations, and customer success teams to deliver an outstanding experience for our customers. In addition, this role will have an influential impact on improving our products, support infrastructure, knowledge base, and more. This role is critical for the success of our customers, who are using Mason for many use cases: from digitizing clinical trials to improving warehouse efficiency to streamlining retail payments and more. Mason's core product is mobile infrastructure as a service ("mobile IaaS") — think elastic, customizable hardware + software + services.
Mason is looking for a complex combination of grit, smarts, ingenuity and diverse perspectives (and more!). Check out our values and see if they resonate!
What you’ll work on:
- Design a robust, scalable infrastructure with our operations, customer success, sales, and product teams Utilize product domain expertise to serve as a trusted technical advisor to customers.
- Roll out new software releases and system upgrades and resolve software and hardware-related compatibility problems
- Provide support of incoming issues, including extensive troubleshooting tasks, with responsibilities covering multiple products, features, and services and resolving issues within SLAs
- Identify and document product bugs and feature requests and work with internal teams as well as customers to implement effective solutions
- Work closely with software development engineers, infosec team and product managers to improve our products and champion the voice of the customer
- Drive the creation and evolution of the Mason knowledge base to educate customers detailing the symptoms, cause and solutions of common and/or known issues.
What you bring to the table:
- BS in Computer Science, Engineering or a related technical field
- Passionate about customer success and new technology
- Proven ability to thrive in ambiguous and dynamic work environments
- Basic scripting, programming, and coding
- Experience with one or more of the following operating systems: UNIX/Linux, Windows, macOS
- Technical depth, problem-solving, troubleshooting
- 5+ years of professional software development and technical support experience
- Experience with GDPR and BCP plans
- Familiarity with Android mobile devices and microservices
Bonus points for:
- Experience working with hardware or physical devices
- Experience with networking (WiFi, VPNs, etc.)
Fun Perks!
- Remote-friendly: Employees may choose to work fully remote, in-office, or hybrid.
- Healthcare: Full premium payments of medical, vision, and dental insurance for employees and their dependents.
- Commuter: Monthly stipend for your commuter needs to get to and from work.
- Fitness: Quarterly reimbursement for fitness classes or gym memberships.
- Food: Catered lunch or delivery gift cards to keep you nourished while working.
- Generous PTO & Sick Leave: We want you to take care of yourself with a flexible PTO plan or generous accrued PTO and added monthly mental healthy days during the pandemic.
- Parental Leave: Caring for a newborn is an exciting time for parents! We offer 16 weeks of paid parental leave.
- Full benefits are offered to full-time employees. Part-time employees participate on a limited basis.
Diversity, Equity & Inclusion at Mason: Belonging, psychological safety, and inclusivity unlock a Mason’s full potential. We don’t want Masons to quietly assimilate into a dominant culture and sacrifice a piece of themselves. We want our team members to be seen, validated, and welcomed.
Mason America, Inc. (the “Company”) is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin, ancestry, sex, gender, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, gender identity, gender expression, marital status, or any other legally recognized protected basis under federal, state, or local law.
Applicants with disabilities may be entitled to reasonable accommodation under the Americans with Disabilities Act and certain state or local laws. A reasonable accommodation is a change in the way things are normally done which will ensure an equal employment opportunity without imposing undue hardship on the Company. Please inform the Company’s personnel representative if you need assistance completing any forms or to otherwise participate in the application process.