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Support Engineer

Eight Sleep

Eight Sleep

Customer Service
Brazil · Mexico · Colombia · Argentina · Peru · Venezuela · Chile · Guatemala · Ecuador · Bolivia · Cuba · Dominican Republic · Honduras · Paraguay · Nicaragua · El Salvador · Costa Rica · Panama · Uruguay · Puerto Rico · Remote
Posted on Wednesday, June 5, 2024

Eight Sleep is the world’s first sleep fitness company. Our mission is to fuel human potential through optimal sleep. We use innovative technology, detailed design, and proven science and data to personalize and improve each night for everybody—changing the way people sleep forever and for the better.

Backed by leading Silicon Valley investors, we have been recognized as one of Fast Company’s Most Innovative Companies in 2018, 2022, and 2023.

Our temperature-regulated technology, the Pod, is an absolute game changer, improving people's health and happiness by changing the way they sleep. The Pod was also recognized two years in a row by TIME's “Best Inventions of the Year.” It is available for purchase in North America (the United States and Canada) and throughout the United Kingdom, Europe (Belgium, France, Germany, Italy, Netherlands, Spain, Sweden, Denmark), and Australia via eightsleep.com. We’re excited by the success of the Pod to date and still have a long way to go toward achieving our mission.

As a software support engineer, you will play a crucial role in ensuring our customers receive timely and effective technical support for all our products and services. You will be responsible for resolving technical issues, providing guidance, and maintaining a positive customer experience through clear communication and efficient problem resolution.

How you’ll contribute

  • Bridge the gap between the Customer Service/Logistics team and Engineering by helping resolve technical issues.

  • Develop a deep technical understanding of the Pod to fully understand its capabilities, troubleshoot systems, and execute world class customer support

  • Collaborate with the Product Management team to define, implement, and facilitate on-going data gathering and reporting that directly impacts the product development cycle

  • Develop, monitor and summarize customer satisfaction, support, and other related metrics to management along with proactive recommendations to improve customer support

  • Design, build, automate and operate test systems to perform functional testing on product to determine operating condition

  • Support Customer Experience by troubleshooting escalated cases

  • Develop and manage support and operations tools, processes, and people, and when necessary, providing direct, on-site customer support

What you need to succeed

  • BS in Computer Science (or comparable bootcamp or professional experience)

  • 1-3 years of web and/or mobile application development experience

  • Expertise in Ruby on Rails, JavaScript, Swift/Objective-C, or Java

  • Previous experience in a customer-facing role (Support, Solutions Consulting, etc.)

  • Demonstrated experience supporting and troubleshooting deployed hardware systems - prior experience with robotics, drones, UAS or UAV systems is a plus.

  • The ability to be flexible, learn, and adapt.

  • Operate at the lowest level of detail

  • Ability to be part of an “on call” after-hours rotation team

Why you’ll love Eight Sleep

  • We’re a tight-knit, passionate team that’s working to impact people’s lives by improving the way they sleep

  • Opportunity to play a defining role in the future of Eight Sleep and the sleep fitness category

  • Leadership is committed to employees’ wellness and career development

  • You’ll get a better night sleep every night; all full-time employees receive the Pod

  • Flexible PTO

  • Role ownership, and uncapped growth opportunities

At Eight Sleep we continually celebrate the diverse community different individuals cultivate. As an equal opportunity employer, we stay true to our values by ensuring everyone feels they can flourish and grow. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.

Please note: The listed compensation range is reflective of candidates residing in the LATAM or European Markets. Market compensation rates for candidates located outside of the area may vary.