Applications Engineer- L2 Support

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Join our team as an Application Engineer- L2 Support and play a key role in ensuring the smooth operation of our autonomous mobility solutions. In this position, you'll be responsible for diagnosing and resolving hardware and deployment issues across various sites, working closely with international teams to provide effective support. This role offers the opportunity to apply your troubleshooting skills, collaborate with engineering teams, and contribute to the ongoing improvement of our innovative AMR systems in a fast-paced, supportive environment.

What you will be doing in this role:

• Serve as the primary point of contact for site-based issues involving AMR hardware reported via Zendesk
• Collaborate with on-site teams and customers to gather relevant information for troubleshooting, identifying potential hardware failures or integration issues
• Conduct initial triage, diagnosis, troubleshooting, and resolution of issues to minimize downtime and ensure operational continuity
• Use Jira to triage incoming issues, categorize severity, and prioritize tasks effectively
• Escalate unresolved or complex issues to the appropriate engineering teams via Jira, providing comprehensive context and diagnostics
• Act as a liaison between customers, deployment teams, and engineering to facilitate timely resolution, including working effectively with international teams
• Document all support interactions thoroughly within Zendesk, maintaining accurate records of issue status and resolutions
• Contribute to knowledge base updates, troubleshooting guides, and best practices to improve support efficiency
• Provide feedback to engineering teams on recurring issues or systemic problems to inform product improvements

What you should bring to this role:

• 2+ years of experience in technical support, hardware troubleshooting, or related roles, preferably within robotics, automation, or hardware deployment environments
• Proven ability to diagnose and resolve complex hardware and deployment issues across diverse site environments
• Demonstrated success in collaborating with cross-functional teams and generating support documentation based on knowledge acquired
• Proven ability to communicate technical issues clearly to non-technical stakeholders
• Experience working with Zendesk for managing customer support tickets
• Proficiency in Jira for issue triage, tracking, and escalation
• Familiarity with hardware components, chargers, or robotics systems is a plus
• Ability to travel domestically and internationally up to 25%

Hiring Base Salary Range: $66,800 - $124,200 (Salary to be determined by the education, experience, knowledge, skills, and abilities of the applicant, internal equity, and alignment with market data). In addition to base salary, some positions are eligible for an annual performance based bonus

At Magna, we believe that a diverse workforce is critical to our success. That’s why we are proud to be an equal opportunity employer. We hire on the basis of experience and qualifications, and in consideration of job requirements, regardless of, in particular, color, ancestry, religion, gender, origin, sexual orientation, age, citizenship, marital status, disability or gender identity. Magna takes the privacy of your personal information seriously. We discourage you from sending applications via email or traditional mail to comply with GDPR requirements and your local Data Privacy Law.

As part of our commitment to a fair, consistent, and efficient recruitment process, we may use artificial intelligence (AI) tools to assist in the initial screening of applications submitted through our Workday system. These tools help identify qualifications and experience that align with the role requirements. Please note that AI is used solely to support our recruiters. Final decisions are always made by the hiring manager and the hiring team. Importantly, no applicant data is shared externally through these AI tools. All information remains securely within our systems and is handled in accordance with our privacy and data protection policies.

If you have any questions or concerns about this process, feel free to contact our Talent Attraction team.