Technical Support Engineer
Location: Remote
Full time (40h/week)
Main Role Description
Pupil Labs is dedicated to making eye tracking more robust, accessible, and user-friendly than ever before. We've already launched three industry-disrupting eye tracking products and are now widely regarded as the de facto standard; whilst not being afraid to push the boundaries of what’s possible. Our mantra: great technology gets out of your way.
We're looking to expand our team with a Technical Support Engineer to work alongside our Product Specialists, Cloud, and Android Engineers.
As a Technical Support Engineer, your mission is to empower users by resolving their technical challenges with expertise, creativity, and empathy. You'll strive to continuously enhance our products and processes, ensuring every interaction not only solves problems but also enriches the user experience.
If you're a tech enthusiast with solid research fundamentals, who loves solving puzzles, streamlining processes, and making customers smile, we'd love to have you on our team!
What You'll Do:
Issue Diagnosis and Resolution - Dive into a mix of technical puzzles, swiftly diagnosing user issues across our product line. Software: Companion App (Android), Pupil Cloud (web), Neon Player + Pupil Core (open source desktop software), real-time streaming applications (Python / HTTP REST API); Hardware: Neon, Invisible, Core; and other specialist environments like PsychoPy and Unity3D
Collaboration and Guidance - Team up with internal groups to pool insights and develop solutions for complex support cases. You are the vital link between customer feedback and technical solutions!
Product Mastery - Become a true specialist when it comes to our products and analysis tools; provide elite-level support and be the go-to person for teammates and customers alike
Hands-On Technical Implementation - Roll up your sleeves to deploy Python scripts and tweak desktop apps, ensuring solutions are not just theoretical but actually work
Workflow and Process Optimisation - Take charge of refining our support strategies, smoothing out debugging workflows, and building up both our internal guides and customer-facing docs
Tool Gap Identification and Resolution - Keep a watchful eye on our tools and tech, spotting any gaps and emerging failure modes, and collaborating with tech teams to keep our offerings sharp and ready
Customer Interaction and Satisfaction - Connect with customers via channels like Discord and email, understanding their issues and delivering solutions that keep satisfaction levels sky-high
What We’re Looking For
Know your stuff - We want you to have experience with eye tracking, and strong technical acumen. We want you to consistently level-up your skills and keep your knowledge fresh; stay hungry to learn more about our products and the latest tech trends
Analytical Thinking - Sharpen those problem-solving skills to tackle complex issues with a methodical approach and a solid grasp of our systems
Adaptability and Ambiguity Management - You thrive in the grey areas, adapting swiftly to new challenges and keeping cool when project scopes shift or surprises crop up
Collaborative and Communicative - You’re the team player who can clear up complex solutions with ease, encouraging teamwork across diverse groups
Proactivity in Process and Tool Improvement - You’re always on the lookout to streamline and enhance, from refactoring tools to refining workflows and processes
Customer-Centric Mindset - Put customers first, aiming to not just meet but exceed their expectations with a proactive, can-do attitude
Ownership and Accountability - Own your tasks and see them through, always aiming to uplift our support processes and customer interactions
Timezones - Seeking candidates located within UTC+0 to UTC+8 time zones (Remote OK!)
Perks
Onsite and remote work options - Like to be in an office? We have a beautiful office in Berlin, Germany. We are also remote-friendly with a sizable remote team and established culture around async + sync work styles
Continue learning and developing professionally - We will sponsor you to attend relevant scientific/developer conferences and training courses; we hold on-site development days in our Berlin office for remote workers
Flexibility/Work-life Balance - We offer flexible working hours, and we do mean flexible, with six weeks of holidays per year