Lens Support Specialist

Snap Inc. is a camera company. We believe that reinventing the camera represents our greatest opportunity to improve the way people live and communicate. Our products empower people to express themselves, live in the moment, learn about the world, and have fun together.

Snap’s Augmented Reality team invents the immersive (and fun!) camera experiences that are at the core of our products. From developing creative new Lens features for Snapchat, to supporting the continuous growth and evolution of Lens Studio (our platform for an ever-increasing community of AR creators), to designing the cutting-edge computer vision and machine learning technology that makes face transformation Lenses possible — our Augmented Reality team is working hard on their mission to bring AR to more people, places, and moments, every day.

We’re looking for a Lens Studio Support Specialist who is analytical and technical, with fantastic troubleshooting skills. As a member of the Camera Platform team, you will be providing top-notch support to creators and developers building augmented reality experiences with Lens Studio, through different channels of communication including forums, email, and customer service ticketing software with a focus in supporting Lens development in the Middle East and Northern Africa. The ideal candidate loves helping others solve problems, analyzing and troubleshooting technical issues, and working in a fast-paced, growing environment. Working from our Dubai office, you will collaborate closely with the Lens Studio community ecosystem and product teams, gathering feedback from creators and internally escalating creators’ technical issues, all in the service of supporting Lens creators and providing the most exciting AR content to Snapchatters around the world.

What you’ll do:

• Be responsible for the customer experience and work to answer Lens creators’ questions through Snap’s support accounts in forums and over emails as efficiently as possible

• Develop expertise in Lens Studio to be able to provide first-line technical support for Lens development inquiries in arabic

• Troubleshoot and escalate new issues, trends, and bugs as they are surfaced by Lens creators

• Analyze user pain points and use data-driven approaches to develop solutions to optimize the user experience

• Synthesize product feedback to propose features that would provide the most value to Lens creators

• Partner with Engineering and Product to escalate and prioritize system enhancements based on customer feedback

• Champion Lens creators internally and leverage their feedback to help drive product change and improvements that make Lens Studio the leading AR creation platform

• Optimize our external documentation and processes surrounding Lens Studio Support to ensure creators can get answers to the majority of their questions in real-time

• Analyze our processes and implement changes to help scale our operations

• Help compile support data for performance reports

Knowledge, Skills, and Abilities:

• Superb verbal and written communication skills in arabic for both internal and customer-facing audiences

• Professional working proficiency in English

• Passion for providing high quality customer support

• Ability to empathize with creators and quickly grasp the issues they’re facing as well as connect with customers in a way that lets them know you care about their issues

• Proficiency in Looker, Google Analytics, and/or other analytics platforms 

• Understanding of augmented reality and the software tools used to develop AR experiences

• Great judgement and ability to problem-solve independently, or escalate as necessary

• Self-motivated, independent thinker with a knack for creative solutions

• Strong organizational and time management skills to deal with shifting priorities and large volumes of work

• Curiosity and ambition to deep-dive into existing or new products to learn them inside-out

• Ability to "zoom out" of a problem, in order to ask the right questions, and explain complex issues in simple terms

• Ability to focus in a dynamic work environment and thrive while responding to unexpected and sensitive challenges

Minimum Qualifications:

• 2+ years experience in a support-focused role for a technical software platform

• Proficiency with Zendesk, Salesforce or similar customer service software and Google Docs & Drive

• Proficiency in technical writing in arabic

• Fluent in English and Arabic

Preferred Qualifications:

• Experience developing AR content with Lens Studio or other related AR development tools

• Proficiency in Looker, Google Analytics, and/or other analytics platforms 

• Working experience with the following: JavaScript, APIs, integrations, Help Center/knowledge bases, analytics and logs searches

• Someone who enjoys Snapchat, Lenses and has an interest in augmented reality

At Snap, we believe that having a team of diverse backgrounds and voices working together will enable us to create innovative products that improve the way people live and communicate. Snap is proud to be an equal opportunity employer, and committed to providing employment opportunities regardless of race, religious creed, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, pregnancy, childbirth and breastfeeding, age, sexual orientation, military or veteran status, or any other protected classification, in accordance with applicable federal, state, and local laws. If you have a disability or special need that requires accommodation, please don’t be shy and contact us at accommodations-ext@snap.com.