Jr. Customer Support Lead

| Somerville
Please apply here: https://grnh.se/7627d8701
Apply now

At RightHand Robotics, we have a rapidly growing, and highly capable team building robotic piece-picking solutions and deploying them around the globe. Our product has to be reliable enough to run non-stop on production fleets of robots in the world’s largest warehouses. If you’re simultaneously excited and a bit terrified about what this could mean for you, good! If working hands-on with robots on a daily basis intrigues you, read on!

We are looking to bring on a Jr. Customer Support Engineer to help build our support organization to  drive customer success at all levels. You will be joining the efforts to lay the foundation for an evolving support organization that not only reacts to customer issues but works towards preventing them.

Outside of the Deployment & Support team, you will join a diverse team with expertise spanning machine learning, software, mechanical, and electrical engineering, and can expect regular interaction with members across the team.

You Will:

  • Help build the support organization, its processes and best practices with a focus on predictability and accountability
  • Drive to resolution cases raised by our customers in the field and ensure that SLAs and KPIs are met by:
    • Corroborating details of the issue until it is fully understood
    • Capturing details of the issue reported in our ticketing system
    • Engage with other teams internally to help you move the case towards resolution
    • Keep our tools and customers updated on a regular basis
    • Proactive communication
  • Reporting activities. From creation to interpretation of reports
  • Knowledge Management – creation of support documentation as needed to be used by you and others to self-help in resolving incidents

This would be some of the main tasks, but we will not limit you if there are interests in helping others internally or learning more about other areas.

You Are:

- Tech-savvy with experience in delivering technical support.

- Curious with interest (or experience) in software development and/or robotics. You know you can learn new things faster than others and can teach others.

- Successful communicating at different levels (Customers, CxOs, salesperson, engineers) both verbally and in writing and you have used proven methodologies to deal with complex technical scenarios.

-Self managed and team oriented.

- Flexible. We have an awesome product, and our customers expect a high level of service. This is why we ask that you have the flexibility to collaborate and contribute outside of regular work hours (weekends, holidays) and wearing different hats from time to time to meet the needs of our global customers.

- Growth oriented. This mindset will help our customers and our company exceed expectations while preventing and predicting issues by continuous learning and deep analysis.

You Have:

  • 1-2 years experience in a customer / technical support organization
  • Experience with ticketing systems to track your (and others) work (JIRA ServiceDesk, Zendesk or similar)
  • Experience in triaging and troubleshooting technical incidents
  • Exceptional customer service and communication skills
  • Software and Hardware troubleshooting experience
  • Understanding of the software development process and support lifecycle

Bonus:

  • Experience working in the supply chain and logistics industry (love warehouses? great!)
  • A technical background (Computer Science, Mechanical Engineering, Electrical Engineering)
  • Written and verbal communication fluency in any of the following languages: Dutch, German, or Japanese

Our perks include:

  • The opportunity to make an immediate and visible impact in an early stage company with lots of potential.
  • Passionate and fun teammates.
  • Flexible vacation and work schedule.
  • Generous premium coverage for medical and dental plans.
  • Robots, galore!

RightHand Robotics (RHR) is an Equal Opportunity Employer. We have an ongoing commitment to the creation of a workplace free of discrimination and harassment. RHR recruits, hires, trains, and promotes individuals in all job titles without regard to race, color, sex, religion, ancestry, sexual orientation, gender identity, national origin, age, physical or mental disability, pregnancy, veteran status, marital status, genetic information, height, weight, or any other status protected by federal, state or local law. At RHR, we are committed to a fair and equitable workplace where everyone is a respected and a valued member of the team.

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Please apply here: https://grnh.se/7627d8701
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Technology we use

  • Engineering
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Location

RightHand Robotics is located in vibrant Union Square!

An Insider's view of RightHand Robotics

What’s the vibe like in the office?

Our office building is a historic post-office with residual architectural elements from the 1930's. The vibe is come-as-you-are, casual, laid back, and friendly. The office is constantly bustling with activity from both team members and robots running 24/7. Our collective interests include FOOD and drink, and general intellectual curiosity.

Colleen MacNeil

Office Manager

How does the company support your career growth?

There's never a shortage of tasks you can take on, and therefore I am able to create the job I want as I go. Whenever I ask for more things to do I'm always given new projects. My managers take a sincere interest in what I've got going on and where I see my career going.

Tabitha Akaktan

Operations Administrator

What are RightHand Robotics Perks + Benefits

RightHand Robotics Benefits Overview

RHR is an exciting fast-paced start-up with a flexible work culture and a multitude of generous benefits and perks. We are a company of self-proclaimed foodies so we always have good food, snacks, and drinks stocked in our kitchen and at many company-sponsored events. We have an amazing health plan that includes dental, vision, and mental health coverage, and we also offer stock options.

Culture
Friends outside of work
Eat lunch together
Daily stand up
Open door policy
Team based strategic planning
Group brainstorming sessions
Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Wellness Programs
Team workouts
Team members go to the nearby rock climbing gym together often, and we have daily in-office group meditation.
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
We have a flexible work schedule where employees can come and go as they please. We support flexibility required due to family/personal obligations, and needing to coordinate with our overseas offices
Remote Work Program
Family Medical Leave
Return-to-work program post parental leave
Company sponsored family events
A few times a year we have low-key company sponsored events for our team where friends and family are invited to participate.
Vacation & Time Off Benefits
Generous PTO
Sabbatical
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
RHR has annual company outings.
Stocked Kitchen
RightHand has a fully stocked kitchen including unlimited snacks, coffee, tea, filtered water and carbonated water, soft drinks, ice cream, and a candy table with Haribo's and Mars' greatest hits.
Some Meals Provided
Our kitchen is stocked with some breakfast goods, including cereals, granola bars, and fruit, and we have a catered team lunch every Friday.
Happy Hours
Happy hours are hosted once every other week with food and drink provided.
Parking
Pet Friendly
RHR's pet policy is dog friendly. Employees can bring in their dog any time, and we try to coordinate with other dog owners via our #pets Slack channel.
Relocation Assistance
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Lunch and learns
RHR hosts lunch and learns around once a month.
Cross functional training encouraged
Promote from within
Time allotted for learning
Paid industry certifications
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Please apply here: https://grnh.se/7627d8701
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