: Senior Technical Support Engineer - Robotic Systems

We are searching for a technical support engineer who possesses a blend of technical and customer-facing skills to successfully analyze, root cause, contain, and resolve complex technical issues. You will work with a small, highly motivated team and contribute to the companys culture, engage in high-energy exchanges on product roadmap, and keep our automation solutions up and running, ensuring our customers have the best experience possible. This is a unique opportunity; you will have an immediate impact on the development of our company. We guarantee you will be bragging about your job to friends and family on weekends.

Key Activities:

Provide technical support to ensure all deployed robotic equipment and infrastructure are meeting the uptime targets
Spearhead high severity escalations to meet service level agreement (SLA) targets
Own multiple process improvement initiatives, including acting as a single point of contact for projects
Provide input and technical support to engineering projects and initiatives, including prioritization of workloads to ensure product delivery
Build relationships with remote facilities to meet customer satisfaction metrics
Generate metrics to provide details of departments performance
Work with relational databases and SQL querying tools, VPN, firewalls, routers, ROS, JavaScript, and cloud based technologies

Requirements:

  • Analytical, technical and problem solving skills that can be applied to real world solutions
  • Strong Linux skills. Experience with SQL, scripting language (e.g. Python, Bash, Perl). ROS, Javascript, and cloud based technologies are a plus
  • General understanding of network topologies such as VPNs, firewalls, and routers
  • Excellent written and verbal communication skills. Excellent interpersonal and customer service skills
  • Experience with troubleshooting and identifying the root cause of issues within defined SLAs
  • Ability to work in a fast paced, rapidly changing environment. Experience in a warehouse automation is a plus
  • 2-5 years of recent relevant experience
  • BS degree in Engineering or Computer Science; MS degree is desirable

Locations:

Open to locating this role on the west coast, Boston or Europe

Full-time