Customer Support Engineer, Matterport - Richmond, VA

Customer Support Engineer, Matterport - Richmond, VA

Job Description

CoStar Group is a leading global provider of commercial and residential real estate information, analytics, and online marketplaces. Included in the S&P 500 Index, CoStar Group is on a mission to digitize the world's real estate, empowering all people to discover properties, insights and connections that improve their businesses and lives.


We have been living and breathing the world of real estate information and online marketplaces for over 35 years, giving us the perspective to create truly unique and valuable offerings to our customers. We've continually refined, transformed, and perfected our approach to our business, creating a language that has become standard in our industry, for our customers, and even our competitors. We continue that effort today and are always working to improve and drive innovation. This is how we deliver for our customers, our employees, and investors. By equipping the brightest minds with the best resources available, we provide an invaluable edge in real estate.

About Matterport:

Matterport is leading the digital transformation of the built world. Our groundbreaking spatial computing platform turns buildings into data making every space more valuable and accessible. Millions of buildings in more than 170 countries have been transformed into immersive Matterport digital twins to improve every part of the building lifecycle from planning, construction, and operations to documentation, appraisal, and marketing.

Role Description:

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.

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.

Basic Qualifications :

• 2+ 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

Preferred Qualifications:

• 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

Perks & Benefits:

When you join CoStar Group, you'll experience a collaborative and innovative culture working alongside the best and brightest to empower our people and customers to succeed.

We offer you generous compensation and performance-based incentives. CoStar Group also invests in your professional and academic growth with internal training and tuition reimbursement.

Our benefits package includes (but is not limited to):

• 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 Employee Resource Groups
• Complimentary in office gourmet coffee, tea, hot chocolate, fresh fruit, and other healthy snacks

Sponsorship Statement:

US: We welcome all qualified candidates who are currently eligible to work full-time in the United States to apply. However, please note that CoStar Group is not able to provide visa sponsorship for this position.

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CoStar Group is an Equal Employment Opportunity Employer; we maintain a drug-free workplace and perform pre-employment substance abuse testing