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Remote Technical Support

Mashgin -
Remote

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Job Details

Full-time

Benefits

Health insurance
Dental insurance
401(k)
Paid time off
Vision insurance

Qualifications

Customer support
Video conferences (communication methods)

Full Job Description

About Mashgin

Mashgin powers the world's best checkout experience for over 40 million users. Customers just place their items on our kiosks and our AI rings up their entire order in less than a second. With Mashgin, lines are now optional.

Mashgin's technology powers over 1 billion transactions at your favorite locations, including over half of all US professional sports teams, 4,000 convenience stores, major airports, universities, and more.

We’re not just building cutting-edge AI—we’re creating real-world impact and unforgettable experiences. Backed by a well-funded Series B, we’re also one of the rare AI startups that’s already profitable.

Our secret? A culture of extreme ownership, autonomy, and customer obsession. At Mashgin, we are building something extraordinary by challenging conventional wisdom. We’ve thrown out the old rules to focus on what truly matters: creating a kickass product that makes people say, 'Wow'. We don’t care about short-term wins; we build systems that stand the test of time. If you thrive in a culture of excellence without compromise and want to see your work have an immediate, remarkable impact, you’re in the right place.

Position Summary

This is a remote, early career position on our Support Team where you will be responsible for becoming a product expert on Mashgin's offerings, and handling customer support tickets and calls from our clients all over the world. You will be serving a key role ensuring that issues are resolved and customers are successful with Mashgin. Excellent customer support skills, technical troubleshooting skills, and problem solving are critical to this role.

This is a full time, remote working role where you will receive a weekly schedule and be responsible for resolving support tickets in the queue. If you feel passionate about having empathy and white glove service for customer support, then this role would be a good fit for you!

What We Value:

Impact: You will own significant responsibility and have total ownership over your work. We stay lean and efficient, so your work directly impacts the product we ship every day.
Simplicity: Complexity is a waste of time here—we take pride in building things that just work.
Hard Work: Forget the glamorous research papers. We prioritize the hard work it takes to achieve real-world clarity and accuracy. You will innovate relentlessly to push the boundaries of what’s possible in visual automation.
Humility: No task is beneath you. Whether it's high-level architecture or grunt work to fix a bug, we check our egos at the door and get real work done.
Ruthless Prioritization: If everything is on fire, nothing is. You will be expected to prioritize ruthlessly, cutting through distractions to focus on the most impactful product improvements.
Customer Innovation: We are customer-centric, not customer-pleasing. You won’t bend to every client demand; you will let innovation drive the product forward to solve the real problems our users face.
Efficiency: Meetings suck. We keep them short and only use them for alignment, giving you your time back to focus on real work.

You Will Be

Diagnosing and troubleshooting technical issues remotely
Taking charge of customer issues from beginning to end - while working in a dynamic and fast-paced environment
Responding to customer escalations and inquiries related to Mashgin's hardware and software
Maintaining a subject-matter expert level of knowledge of deployment systems and software
Leveraging chat, email, and video conferencing to help our customers with deployment systems, software, and hardware issues
Reviewing and resolving issues by utilizing support documents
Becoming a product expert - you'll be a go-to resource for both customers, clients, and internal team members
Occasionally traveling the country to help deploy and launch new locations and help customers (10% travel is expected)

Minimum Qualifications

Bachelor’s Degree (or equivalent experience)
Self-starter who is comfortable getting the job done without much assistance.
Relentlessly resourceful, always thinking outside the box to solve complex problems.
Strong communication skills.
Prior IT Helpdesk experience

Preferred Qualifications

Experience using ServiceNow
Strong technical ability: you should be comfortable doing things like installing drivers, diagnosing system issues, and building PCs using off-the-shelf components.
Ability to lift 50 pounds or more.

What We Offer

An opportunity to work on a small, multidisciplinary team with the potential to break new ground in many different industries
Excellent health, dental and vision insurance for you and your dependents
401k plan
Flexible PTO policy
Competitive salary in a small, rapidly scaling company

Mashgin is proud to be an equal opportunity employer. Individuals seeking employment at Mashgin are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation.

Notice on fraudulent jobs

We have been made aware of instances of fraudulent job postings and/or fraudulent recruiting activity by bad actors, claiming to represent Mashgin. These fraudulent schemes often seek monetary contributions or payments from job seekers (such as for "start up costs" or "equipment"), or seek to collect sensitive personal or banking information from job seekers. These job postings and offers are not authorized by Mashgin, and Mashgin is not responsible for fraudulent offers or requests for personal information or payments. Mashgin will never ask for any financial commitment or contribution from a candidate at any stage of the recruitment process. Candidates who have questions about the validity of Mashgin job postings or offers should consult the job postings on our mashgin.com career site. If you think you've been scammed, please reference this site for more information.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

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