Customer Support Engineer, Matterport - Richmond, VA

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Job Description

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CoStar Group (NASDAQ: CSGP) is a leading global provider of commercial and residential real estate information, analytics, and online marketplaces.  Included in the S&P 500 Index and the NASDAQ 100, 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 resolutionTroubleshoot advanced Matterport platform and hardware issues, including cameras, capture workflows, uploads, processing, accounts, and subscriptionsPerform advanced hardware troubleshooting and manage the end‑to‑end RMA process, coordinating with Hardware and Fulfillment teams as neededEnsure 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 escalationsPartner with Product, Engineering, QA, and Hardware teams to drive timely resolution of customer‑impacting issuesDeliver a high‑quality customer experience by meeting SLAs, CSAT targets, adhering to quality standards, and communicating clearly and professionallyAll other duties as assigned.

Basic Qualifications:

4+ years of experience in a customer‑facing support role resolving technical or product‑related issuesStrong troubleshooting, analytical, and problem‑solving skillsExcellent written and verbal communication skills in US EnglishComfortable troubleshooting problems with customers over the phone and via email/chatExperience working with ticketing systems like Salesforce, JIRA, and structured escalation workflowsAbility to manage multiple complex cases in a fast‑paced, high‑volume environmentDetail‑oriented, well‑organized, and able to work independently with minimal supervisionA quick learner who will take ownership and has strong, yet empathetic communication skillsA track record of commitment to prior employersBachelor’s degree from an accredited, in-person, not-for-profit college or university

Preferred Qualifications:

Experience supporting a SaaS or cloud-based platformHands on experience with hardware troubleshooting, RMAs, fulfillment, or warranty workflowsExperience supporting enterprise customersBackground in 3D technologies and familiarity with CAD/BIM conceptsWorking knowledge of basic Linux command line toolsExperience 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 DrugLife, legal, and supplementary insuranceVirtual and in person mental health counseling services for individuals and familyCommuter and parking benefits401(K) retirement plan with matching contributionsEmployee stock purchase planPaid time offTuition reimbursementOn-site fitness center and/or reimbursed fitness center membership costs (location dependent)Access to CoStar Group’s Culture Employee Resource GroupsComplimentary 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