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Technical Support Engineer - Robotic Systems

| Waltham

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 company’s 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 department’s 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

*Local candidates only

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