Technical Support Specialist

Cambridge, MA

The team

Superpedestrian brings together a team of extraordinary people for one vision: transforming micromobility worldwide. Shared micromobility - fleets of scooters, bicycles, and e-bikes - is the future of global transportation. As the industry evolves, operators and riders are demanding safer, more reliable, cost-effective solutions. At Superpedestrian, we develop new technologies to revolutionize and scale micromobility.

Founded out of the MIT Senseable City Lab and backed by leading venture investors General Catalyst and Spark Capital, Superpedestrian’s first product was the Copenhagen Wheel - an award-winning consumer e-bike product. In 2019, Superpedestrian launched the world's first smart scooter designed and engineered for shared mobility. Our vehicles are deployed around the world and we’re rapidly scaling our team and vehicle deployments. Join us as we revolutionize personal transit for a sustainable future.

Superpedestrian is an Equal Opportunity and Affirmative Action Employer. We work in close-knit, cross-functional teams. We care about your skills and your character and we celebrate what makes us diverse. If we think there’s a good fit, we will get in touch. Please, no phone calls or recruiters.

Who you are

Superpedestrian is seeking a multifunctional Technical Support Specialist to fulfill a hybrid role. The position requires a detail-oriented applicant who can handle assisting both internal co-workers and external customers. 75% of your time will be spent in a helpdesk capacity assisting in resolving a variety of internal IT issues. You will also assist the customer service team in responding to inquiries of a technical nature. Up to 25% of your time will be spent traveling to assist Superpedestrian’s global fleet deployment customers.

This is an exciting position at a rapidly growing startup that will offer the chance for growth as you both work internally to improve our IT processes, and travel globally to assist with micromobility deployments. This is a unique opportunity for someone with IT experience looking to expand into a business role.

What you’ll do:

  • Provide your co-workers with exceptional support with a wide range of IT issues.
  • Lead IT projects to help grow our internal infrastructure.
  • Aid in procurement of IT assets and own their inventory and upkeep.
  • Respond directly and independently to customer service inquiries of a technical nature and recommend escalations to software team if needed.
  • Be empowered to implement original solutions and create new service protocols . 
  • Work closely with engineers, software developers, product managers, and other support staff to provide comprehensive technical support for all of Superpedestrian’s products.
  • Help implement a new customer service program for Superpedestrian’s B2B micromobility fleet customers. 

What we’re looking for:

  • BA/BS in a STEM field and/or 4+ years in a helpdesk role - external or internal facing
  • Strong interpersonal skills
  • Experience troubleshooting basic networking, including wireless, switches and firewalls
  • Experience supporting Mac and Windows users
  • Experience communicating with technical and non-technical coworkers
  • Experience speccing and purchasing technical equipment and software
  • The ability to provide compassionate, empathetic responses and solutions to complex problems 
  • The ability to independently provide accurate resolutions to customer service problems upon completion of training
  • The ability to effectively prioritize and manage your own time
  • Highly proficient in verbal communications, including strong phone skills
  • A natural interest in mechanical and technical systems
  • The ability to travel domestically and internationally approximately 25% time

Tools we use:

  • OS: Windows, OSX, Ubuntu or other Debian based OS
  • GSuite, Jira/Confluence, Solidworks, Office 365, Zoom, Salesforce
  • Platforms: Cisco, AWS

What you can expect

  • A team of awesome, like-minded, driven people that support each other, and mentors from across the top echelons of industry
  • An opportunity to work alongside some of the largest companies in the bike share, urban mobility and transportation space
  • A competitive compensation and equity package as well as a 401(K) retirement savings plan
  • The choice of a wide range of health and dental insurance plans, a flexible spending account, short and long-term disability and life insurance
  • Flexible working hours, casual dress code, and unlimited paid vacation
  • The chance to have your voice heard and help shape Superpedestrian’s future
  • A gorgeous, dog-friendly workspace in a renovated warehouse with a private courtyard in the heart of Cambridge
  • A full kitchen, and a grill for our frequent cookouts
  • Regular social events, team lunches, and weekly beer runs (often by bike)

Apply Now

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