Customer Support Engineer, Matterport - Richmond, VA

CoStar Group•Richmond, VA

34d

About The Position

The Customer Support Engineer provides advanced technical and account support for Matterport customers. This role serves as the primary escalation point, owning complex issues end-to-end, including hardware troubleshooting and Return Merchandise Authorization (RMA) cases. The role partners closely with Product, Engineering, QA, Hardware Operations, and Finance to deliver timely, high-quality resolutions. Our agents are expected to demonstrate strong technical judgment, excellent written communication, and a customer first mindset while operating within Matterport’s defined support scope, escalation paths, and quality standards.

Requirements

4+ years of experience in a customer‑facing support role resolving technical or product‑related issues
Strong troubleshooting, analytical, and problem‑solving skills
Excellent written and verbal communication skills in US English
Comfortable troubleshooting problems with customers over the phone and via email/chat
Experience working with ticketing systems like Salesforce, JIRA, and structured escalation workflows
Ability to manage multiple complex cases in a fast‑paced, high‑volume environment
Detail‑oriented, well‑organized, and able to work independently with minimal supervision
A quick learner who will take ownership and has strong, yet empathetic communication skills
A track record of commitment to prior employers
Bachelor’s degree from an accredited, in-person, not-for-profit college or university

Nice To Haves

Experience supporting a SaaS or cloud-based platform
Hands on experience with hardware troubleshooting, RMAs, fulfillment, or warranty workflows
Experience supporting enterprise customers
Background in 3D technologies and familiarity with CAD/BIM concepts
Working knowledge of basic Linux command line tools
Experience in startup environments or comfort operating in fast changing, loosely structured organizations

Responsibilities

Resolve complex customer issues across phone, email, and chat, as well as owning escalations through final resolution
Troubleshoot advanced Matterport platform and hardware issues, including cameras, capture workflows, uploads, processing, accounts, and subscriptions
Perform advanced hardware troubleshooting and manage the end‑to-end RMA process, coordinating with Hardware and Fulfillment teams as needed
Ensure high customer satisfaction for all SMB and Enterprise customers. Clearly document issues, assess severity and root cause, and identify workarounds to prevent repeat contacts and escalations
Partner with Product, Engineering, QA, and Hardware teams to drive timely resolution of customer‑impacting issues
Deliver a high‑quality customer experience by meeting SLAs, CSAT targets, adhering to quality standards, and communicating clearly and professionally
All other duties as assigned.

Benefits

Comprehensive healthcare coverage: Medical / Vision / Dental / Prescription Drug
Life, legal, and supplementary insurance
Virtual and in person mental health counseling services for individuals and family
Commuter and parking benefits
401(K) retirement plan with matching contributions
Employee stock purchase plan
Paid time off
Tuition reimbursement
On-site fitness center and/or reimbursed fitness center membership costs (location dependent)
Access to CoStar Group’s Culture Employee Resource Groups
Complimentary in office gourmet coffee, tea, hot chocolate, fresh fruit, and other healthy snacks