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 to keep our automation solutions up and running, ensuring our customers have the best experience possible. This is a unique opportunity if you enjoy technical problem solving.

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 department’s performance
• Work with relational databases and SQL querying tools, VPN, firewalls, routers, wireless networks, Linux, ROS, JavaScript, and cloud based technologies and containers.

 Requirements:

• Strong Linux skills. Experience with SQL, scripting language (e.g. Python, Bash, Perl). ROS, Javascript, and cloud based technologies are a plus
• Analytical, technical and problem solving skills that can be applied to real world solutions
• General understanding of network topologies such as VPNs, firewalls, and routers, wireless access points.
• 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
• 1-3 years of recent relevant experience
• BS degree in Engineering or Computer Science; MS degree is desirable

Position will be based at our headquarters in Waltham, MA. Position requires minimal travel (5%) to customer sites and periodic on-call shifts outside of working hours. Local candidates only.