Technical Support Analyst

Our Story

Pointr is the market leader in Indoor Mapping, Location and Analytics and the inventor of AI-based map production. Its innovative (20+ patents) Pointr Maps™ platform is used by millions of users across offices, retail locations, airports, hospitals, and more every month.

As the top choice of Fortune 100 customers and billions of sqft. deployed globally (30+ countries), Pointr is always on the lookout for great team members to support its fast growth. Our core values are Ownership, Harmony, and Scale, and we look for Passionate, Kind, and No-Ego team members to join the team.

Role Overview

Our products are transforming the way people navigate, interact with, and experience location-based services. As we continue to grow, we are looking for a dynamic, customer-focused individual to join our team as a Support Analyst. If you have a passion for technology, problem-solving, and helping others, this is the perfect opportunity for you to make a real impact.

At Pointr, we empower our support analysts to partner with clients and our Customer Success Managers to deliver premiere indoor technology solutions. To that end, they are comfortable operating in a flat, fast-paced organization and are energized by leveraging cutting-edge technology to create the future of indoor experiences.

We are seeking a dedicated Support Analyst to provide exceptional help desk support to our users, troubleshooting and resolving technical issues related to our digital map and mobile technology products. As a key member of our support team, you will interface with our customers, offering timely, accurate, and helpful assistance to ensure the smooth operation of our solutions.
 

Core Responsibilities

• Provide technical support for customers experiencing issues with our digital maps and/or mobile applications via email, chat, and support tickets.
• Troubleshoot and resolve technical problems, including issues related to app performance, map and content data, and mobile device compatibility.
• Identify recurring issues and collaborate with the product team to help resolve them or suggest improvements.
• Document and maintain detailed records of customer issues, resolutions, and feedback to improve service quality and product functionality.
• Offer clear and concise guidance to customers, ensuring a positive experience even in challenging situations.
• Assist in creating knowledge-based articles and user guides to empower customers to resolve common issues independently through our Pointr Docs platform.
• Collaborate with cross-functional teams, including development and product management, to ensure customer feedback is captured and acted upon.
• Stay up-to-date with new features and updates to our products, offering proactive support to customers on recent changes.
• Provide flexible support hours to accommodate the needs of our global customer base.
• Serve as the Customer Success Managers' right hand in moving along priority issues for clients, keeping on top of status, resolution dates, and recent updates.

Minimum Qualifications

• Bachelors in Software Engineering, Computer Science, Computer Programming, web development, Information Technology, or related fields.
• Certifications in database administration, operating systems, network administration, web administration, and/or mobile development are a big plus
• 3 years proven experience in a technical support or help desk role, ideally in a tech-related field with mobile support..
• Excellent written and verbal communication skills in English—clarity, professionalism, and a customer-first attitude are essential.
• Basic understanding of mobile applications, mobile devices, software, Apple and Google app store submittals, and SDLC. 
• Familiarity with wayfinding applications such as Google Maps, Apple Maps, and/or other location-based technologies is a big plus.
• Expertise with standard troubleshooting tools and Jira, Jira Service Desk. 
• Ability to explain technical concepts in simple, non-technical language.
• Strong problem-solving skills and attention to detail.
• Customer-centric mindset with a focus on providing high-quality service and user satisfaction.
• Self-motivated with the ability to work independently and manage multiple tasks efficiently.
• Comfortable with flexible work hours, including evenings or weekends, as needed to support global users.
• Experience working in a start-up environment or with a fast-paced team is a plus.

Preferred Qualifications

• Experience with mobile device troubleshooting (Android/iOS).
• Familiarity with mapping technologies, GIS, or related fields.
• Experience with software deployment or configuration is a plus.