Product Support Engineer II

Smartcar is on a mission to simplify how people securely connect their favorite apps and services to their cars. We build developer-friendly vehicle APIs so businesses can use a single integration to make their products available to cars across brands.

Founded in 2015, Smartcar has raised $36M from Andreessen Horowitz, New Enterprise Associates, and Energize Capital. We are now the leading developer platform for mobility businesses across North America and Europe, serving amazing customers such as Uber, Turo, NRG, Uplight, Emovis, and AutoNation.

Innovative mobility companies use our API platform to manage EV charging, verify mileage, issue digital car keys, monitor fleets, and much more.

As a part of Smartcar’s Product Support Team, you will be the primary technical contact for customers and you will play a critical role in our overall developer experience. You will work closely with Customer Success, Product, Sales, and Engineering to help troubleshoot and escalate complex technical issues.

In this role you will report directly to Craig DiTommaso, our Support Engineering Manager.

Feel free to check out what our interview process looks like.

All of our openings are remote within the U.K. We’d love for you to join us!

Key Responsibilities

• Be a Smartcar API expert.
• Own all inbound technical support requests from vehicle owners and customers across the US and Europe.
• Collaborate with Customer Success to provide additional support during onboarding and implementation for small to enterprise level accounts.
• Work with Engineering to understand and resolve complex technical issues.
• Read and navigate code to identify and suggest code-level fixes when relevant.
• Write and maintain in-depth troubleshooting documentation for internal and external purposes.
• Navigate Smartcar’s technical stack to to identify and highlight specific issues for the engineering team.
• Act as the Voice of the Customer by identifying challenges and proposing improvements to our products and processes.

Who You Are

• 5-8 years of experience in a Support or Success Engineer role at a B2B SaaS company.
• At least 2 years of experience working with and troubleshooting APIs.
• At least 2 years of client-facing or customer service experience.
• Strong technical and troubleshooting skills.
• Comfortable navigating ambiguity while balancing competing priorities, gauging impact, and selectively escalating.
• Data-driven mindset with experience using BI/data tools like Metabase, Tableau, or similar.
• Excellent verbal and written communication skills.
• Proficient with Postman, CloudWatch, and other API troubleshooting tools.

Bonus

• Familiar with Javascript (Node.js).
• Proficient with SQL.

Manager

• Craig DiTommaso

Your Team

• Victor Black
• Ben Shepherd
• D'Angelo Sanders
• Emily Babus
• Andy Simon
• Steve Lamas
• Liana Andersen

Compensation and Benefits Package

• Base salary determined by years of experience: £70,000 - £85,000
• Competitive equity.
• Remote work within the United Kingdom.
• Medical benefits through BUPA.
• Pension plan at 4%.
• Unlimited PTO and 10 paid bank holidays.
• 8 weeks of 100% paid parental leave with an additional 4 weeks unpaid, 1-week half day ramp back time and a 5 week meal delivery subscription.
• 10 days of paid bereavement leave.
• Wellness stipend of £40 a month.
• Cell phone and Internet stipend of £40 a month.
• £250 yearly learning and development stipend.
• £300 work-from-home stipend.

Sponsorship

• We do not currently support any new sponsorship opportunities or sponsorship transfers for this role.

Recruiter For This Role

• Jackie Leary

Smartcar is an equal opportunity employer. If you require accommodations for a disability or special need during the interview process, please contact us at HR@smartcar.com. We're here to ensure your comfort and provide reasonable support.