Technical Support Engineer IV

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

📋 Description

• Accountable for supporting both the hardware and software components of Brain Corp’s robotic fleet.

• Actively monitor the deployed fleet of robots remotely through internal tools to effectively identify and resolve issues.

• Perform independent technical troubleshooting on customer-reported issues and implement successful resolutions.

• Cultivate and enhance a thorough understanding of Brain Corp’s robotic systems, including hardware, software, navigation kits, subsystems, and cloud infrastructure. Utilize this expertise to troubleshoot and address issues as they occur.

• Serve as a Subject Matter Expert (SME) for both direct customers and Original Equipment Manufacturers (OEMs), proficient in understanding their requirements and resolving any challenges they face promptly and efficiently.

• Facilitate customer meetings and discussions.

• Act as the main point of contact between our organization and end users.

• Spearhead internal or external customer-related initiatives to tackle issues as they arise.

• Collaborate closely with the Account Management team to address and resolve any concerns raised by end users.

• Proactively identify opportunities to improve customer satisfaction and retention.

• Coordinate meetings with service providers and OEMs:

• Organize and lead regular meetings with service providers (SPs) and OEMs to discuss ongoing issues, implement changes, and address any complaints.

• Ensure effective communication and collaboration among all parties to maintain robust working relationships and promptly resolve issues.

• Document meeting outcomes, track action items, and follow up to ensure timely resolution of all concerns.

• Provide issue resolution and continuous improvement:

• Take ownership of the resolution process for any issues reported by end users, SPs, or OEMs.

• Collaborate cross-functionally with internal teams to identify root causes and implement corrective actions.

• Continuously seek opportunities to enhance processes and improve the overall customer experience.

• Lead the quality resolution process, starting from customer-reported symptoms and advancing through troubleshooting cycles to effectively identify root causes.

• Deliver training and enablement to OEM/customers when necessary; provide on-site support within the geographic region as needed.

• Act as an escalation point between Tech Support and Fleet Ops and Engineering teams.

• Assist in creating and monitoring team metrics.

• Provide training and support to junior staff and mentor team members.

• Travel up to 20% to Brain Corp offices, OEM partner locations, and customer sites as required.

⛳️ Requirements

• Bachelor’s degree in computer science or a related STEM field.

• Over 6 years of experience in a technical field or customer service role working directly with customers.

• Proven experience in leading projects that yield positive impacts for both the company and customers, demonstrating effective leadership and the ability to achieve favorable outcomes for all stakeholders.

• Exceptional communication skills, both written and verbal, to effectively articulate complex technical issues to customers, peers, and engineering teams.

• Proficiency in basic Linux commands.

• Expertise in creating data dashboards using tools such as Tableau, Grafana, PowerBI, and integrating data from various sources like SQL and Big Query.

• Proficient in using Confluence and a ticketing system such as Jira or Service Cloud.

• Experience with SQL, Big Query, and data dashboards (Tableau, Grafana, or PowerBI).

• Demonstrable experience in a customer-facing role, ideally in a more senior position within the service or technology sector.

• Strong interpersonal and communication skills, with the capability to effectively manage and resolve conflicts.

• Proficient in issue tracking and resolution processes.

• Excellent organizational skills and meticulous attention to detail.

• A proactive and solution-oriented mindset.

• Ability to comprehend complex software infrastructure and architecture.

• Strong analytical skills and the ability to approach complex issues logically and methodically.

• Demonstrate robust technical troubleshooting skills in resolving software and hardware problems.

• Collaborate effectively within small, cohesive teams to achieve common objectives.

🏝️ Benefits

• A discretionary annual target bonus.

• Stock options.

• Generous 401(k) match with no waiting period and immediate vesting.

• Comprehensive suite of health insurance benefits for employees (and their families), including a variety of medical plan options (including an HSA with employer contribution), dental, vision, life and disability insurance, and Employee Assistance Program (EAP).

• Access to Flexible Spending Accounts (Medical and Dependent Care).

• Generous vacation plan, Paid Sick Leave, time off for community volunteering, 10 paid company holidays, and a winter company shutdown.