Senior Technical Support Engineer

Skills

About the Role

You will own the resolution of technical customer issues and represent technical expertise in customer interactions. You will diagnose, troubleshoot, reproduce, fix, and debug complex robot, hardware, software, network, and wireless-system issues. You will document incidents and bugs, manage support queues, respond to customer communications, identify feature needs, and support continuous process improvement.

Requirements

• Bachelor's degree or higher in an Engineering or Computer Science-related subject
• Computer skills
• Interpersonal skills
• Proficiency in Linux-based operating systems
• Proficiency in Python or C++

Responsibilities

• Provide technical support to customers and internal customers
• Establish, document, and support technical support processes
• Diagnose, troubleshoot, reproduce, fix, and debug complex electro-mechanical equipment, software, and communication systems
• Support customer installation and training
• Maintain knowledge of robot behaviors, functions, software, and hardware changes
• Build and share expertise in specialized software features
• Use internal tools and robot log data for diagnostics
• Respond to customers professionally
• Manage support queues and issue KPIs
• Respond to troubleshooting emails and chats promptly
• Document software incidents, bugs, and stories for Development and Quality teams
• Suggest features based on customer feedback
• Support proactive technical bulletins and outreach
• Improve processes for tracking and measuring customer success

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• 401(k)
• Paid time off
• Annual bonus structure