Support Escalation Engineer

This is a fully remote position, open to applicants in California.

📋 Description

• Create tools and processes aimed at enhancing product diagnosis and maintaining system health.

• Oversee the escalation process while ensuring compliance with customer response standards.

• Analyze diagnostic information from Tier 1/2 Support Engineers to identify root causes and determine subsequent actions.

• Collaborate closely with the Engineering team to resolve intricate issues and provide constructive feedback for product improvement.

• Record technical solutions to contribute to the internal knowledge repository.

• Engage in cross-functional discussions to promote ongoing process and product enhancements.

• Serve as Tier 3 support, acting as the liaison among customers, Sales, Tier 1/2 Support, Hardware, and Development Engineering.

• Take ownership of resolving complex hardware and software issues.

⛳️ Requirements

• At least 3 years of professional experience in a customer-facing technical role (such as field engineering or support).

• Comprehensive understanding of the Linux operating system.

• Familiarity with collaborative platforms like GitHub and Jira.

• Willingness to travel to customer locations as necessary for onsite stabilization support.

• Excellent problem-solving abilities and a keen interest in learning within a dynamic startup environment.

• Proficiency in scripting languages, particularly Python.

• Awareness of the ROS (Robot Operating System).

• Experience with cloud computing technologies and Docker containers.

• Understanding of the electrical and mechanical components related to robotics.

🏝️ Benefits

• Stock options and substantial growth opportunities.

• A vibrant startup culture that emphasizes fun.

• Comprehensive Medical, Dental, and Vision insurance.

• Flexible vacation and sick leave policies.

• Paid parental leave.