Technical Support Lead at beaconhome

Austin · Full Time

We are a family of heroes on a journey to improve life at home by creating experiences that make everyday better.

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Job Description

Looking to work on a cool hardware product that you'll actually use? Ok that’s vague, but we’re still stealth and that means we have to be vague. Let’s just say that what we’re building is a smart piece of hardware that lives in your home and improves your life literally every day. No Joke.

We’re looking for a technical support lead who can not only help us support our customers but build out our team and content to enable us to have fantastic customer support from launch day onward.

This role is viewed as guardian of the product’s “other half” - our customers. We believe our company’s product is improving our customer’s day to day lives. This product thus requires two parts - the hardware product itself and the customer. The support team owns making sure our customers are successful and can enjoy the benefits of having our hardware in their homes. You own the relationship with the customer from the moment the customer buys our product onward.

Specific responsibilities include:

Own customer success and satisfaction
Define customer support process
Integrate support tools
Define escalation procedures
Own creation of support and learning content
FAQ content
Troubleshooting guides
Informational Blog Posts
Customer ongoing education content
Build and define our customer support function
Lead the definition of how we support our customers
Drive our plans for team growth including how we use internal vs. external resources and how we measure success.
Identify and establish responsibilities for internal stakeholders in the company with respect to support activities.

Who We Are:

We’re a home automation company building a device you’ll use every day that will make your life easier while also improving your health. We’re Series A funded and backed by early investors in Uber, Dropcam, Siri, Roku, August, and Eero.

We strive daily to build a company culture that values family, trust, and transparency.

We wish we could tell you more but we are in stealth mode so you’ll have to reach out to us directly to get the full story.

Additional Requirements:

Required education:
BS or Two Year Degree

Required experience:
2+ Years of technical / customer support for a consumer hardware product
Hands on experience installing home appliances such as switches, thermostats, plugs, lighting fixtures.

Required license or certification:
Driver's License

Apply Now

What We're Building

Funded connected device company creating a new health and wellness device that will change the way people experience their spaces.

We're at the forefront of applying the latest technologies to a challenging problem. Hardware, firmware, Android, RxJava, iOS, Swift, AWS, Deep Learning and more are all on the table and being implemented everyday.

We're working at the frontier of what the home will be in the next 5 years: ambient and ubiquitous computing. Elegant hardware for environmental awareness, powerful machine-learning for decision making, and robust software to make things effortless for our users. It's a pleasure to work with an inspiring group of comrades on hard problems. Come join our crew as we embark on this exciting journey.
It's super-exciting to be building a product from the ground up that will change how we interact with the physical world around us. We love thinking about solutions to problems using today's technology and the technology that will be the norm 5 years from now. Our core group has worked together for quite some time, and now we're looking for other great minds to join us.
We've identified a major opportunity! It's an ambitious goal and that results in interesting problems to solve and lots of people to help. Working on this project has captured my imagination and we have some great work ahead.
Our vision is to enable the IoT experience we all know is possible but others have yet to deliver. I am proud to be a part of this dedicated and creative team. Join us to take a crack at some extremely interesting hardware, firmware, and software challenges.
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beaconhome Team

Colin Billings
Founder @stealth-consumer-iot-company. Previously led product @Stitcher (acquired by Deezer). Woodworking when off the clock.
Alex Selig
Product @beaconhome - Studied at Stanford (BS & MS), strong software UX, mech eng. design, and entrepreneurship background.
Nima Banai
Head of Hardware Product (Founding Team) @beaconhome, Head of Special Projects @Misfit, Founder/CEO @FluxBand | MSME @University of Southern California
Mark Rebhan
Android Mobile Engineer Guy
Joe Keto
15 years helping startups in biotech, medical, electric vehicles, and consumer products develop hardware and firmware.
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beaconhome Investors

Greg Badros
Vice President of Engineering and Products @Facebook
Jason Johnson
CEO and Co-founder of @august, Co-Founder of @Founders Den @BlueSprig and @Rethink Books. Former VP of marketing for DOLBY and @Global IP Solutions
John Kobs
CEO & Co-Founder, @Apartment List