At CoLab, we help mechanical engineering teams bring life-changing products to market years sooner.
CoLab is a cloud based platform purpose built for fast, effective design review. Using CoLab, multiple engineers, designers, and other stakeholders can review designs together and build off one another's feedback. Engineers at companies like Ford, Komatsu, and Johnson Controls use CoLab to review designs faster, prevent mistakes, and build the next generation of innovative products.
What you’ll do:
Our ideal candidate is someone who is autonomous, with the ability to troubleshoot and communicate effectively in writing. You enjoy helping others and have a strong sense of urgency. This position is on a 7am to 3pm UTC shift, so being a morning person is a win!
- Provide help and answers to customers' technical issues by identifying the problem, researching answers and providing guidance.
- Champion all aspects of the user’s experience, with a focus on clarity and speed.
- Work to clarify and triage customer requests as quickly as possible.
- Maintain a positive customer sentiment throughout the support process and escalate appropriately.
- Consistently follow up with the internal teams on open issues.
- Consistently and confidently triage and escalate requests to other internal teams in a timely manner.
- Independently own the support process and decision matrix, completing retros and updating as necessary.
What you’ll need:
- Experience dealing with external enterprise customers in a technical support context for a SaaS web application.
- Exceptional interpersonal skills with a broad range of external and internal teams.
- Exceptional written communication skills and the ability to effectively communicate technical concepts to non-technical users.
- Ability to communicate effectively and with empathy via phone and web conference.
- Experience with a ticket management system like Zendesk, Shortcut, or Jira.
- Experience managing and maintaining a knowledge base.
- This role will deal with highly sensitive information, requiring the successful completion of enhanced background checks and security clearance in some situations.
Nice to have:
- Experience with web debugging tools such as Chrome Dev Tools, JavaScript Console and performance monitoring platforms like Datadog, New Relic or AppDynamics
- Experience working with CAD desktop software and troubleshooting issues loading / converting CAD files
The extra details:
- Compensation: This is a full-time, permanent position with a competitive compensation package that includes a stock options package.
- Benefits: This role offers health and dental insurance (covered at 100% for the employee) and unlimited PTO.
- Remote/Hybrid Work: Our main office location is in St. John’s, NL, Canada. This role is based in Ireland and is 100% remote, working 7am to 3pm UTC.
- Success measured by: Response time to customer requests, average handling time, customer satisfaction.
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What We Do
Engineers need better tools for working together. CAD and PLM systems aren’t built for the design conversations where collaboration truly happens. So engineers go outside of them, using emails and slideshows to get the job done. But when these critical design discussions live in siloed, manual tools, you’re missing vital insights on why engineering decisions are being made, what needs to improve, and how to steer your people in the right direction.
After struggling with the traditional email, PowerPoint, and screenshot-driven collaboration process used by over 90% of manufacturing teams today, our founders made a decision: if better tools didn’t exist, they’d build them. And so CoLab began.
CoLab is a web-based collaboration tool that lets your team share CAD, provide feedback with full mechanical context, and capture the critical design data that your other systems don’t—giving you a design review and collaboration process that’s standardized, simplified, and twice-as-fast.
Today CoLab is trusted by Fortune 500 companies like Johnson Controls and Hyundai Mobis, who use the platform to accelerate design cycles by 51%, drive continuous improvement, and reduce product costs and changes.
See how we’re changing the way engineers work together at www.colabsoftware.com
