Technical Support Engineer

About This Role

This role will support customer success by driving seamless robotic system deployments, troubleshooting complex issues, and acting as an escalation point for clients and onsite engineering teams. You will work across software, hardware, and IT teams.

Responsibilities

• Own the execution of software version upgrades and new release deployments.
• Manage and update SLAM-based maps, implementing changes to optimize robot navigation.
• Configure site-specific parameters to optimize robot performance for customer sites.
• Track, analyze, and report trends in support requests, bugs, and system failures to help drive long-term product improvements.
• Manage customer support tickets for tier 2 technical issues while providing superior customer support.
• Develop and maintain documentation, FAQs, and internal troubleshooting guides.
• Collaborate with cross-functional teams to diagnose and resolve complex system issues.
• Contribute to product/tool improvement by relaying customer feedback and field observations to design and engineering teams.

Requirements

• 3+ years' experience demonstrating hands-on hardware and software troubleshooting skills
• Strong foundational understanding of ROS, Python and/or C++ coding, and Linux environments
• Ability to communicate technical/complex information both verbally and in writing
• Proven experience balancing multiple tasks concurrently and responding to emergency situations effectively
• Excellent written and verbal English communication skills

Qualifications

• Bachelor's Degree in Computer Science, Robotics (or a related discipline), or equivalent professional experience.
• 3+ years' experience demonstrating hands-on hardware and software troubleshooting skills.

Skills

* Required skills