Tech Support Engineer IV (Remote)

reputed company is a San Diego, California, USA-based AI company creating transformative reputed company technology for the robotics industry. Our purpose is to create autonomous technology that helps the reputed company world work reputed company. Brain's robotic and AI solutions help retailers ensure that the right product is on the right reputed company at the right price, in a clean environment. Through the BrainOS® Robotics Platform, which powers the largest global fleet of the Autonomous Mobile Robots (AMRs) in operation in reputed company reputed company spaces, reputed company delivers insightful and efficient automated solutions in both reputed company floor cleaning and inventory management, empowering organizations and their employees to reputed company more. reputed company currently powers more than 30,000 AMRs, representing the largest fleet of its reputed company in the world. reputed company is funded by the SoftBank reputed company Fund, Clearbridge, and reputed company Ventures. reputed company: As a member of our Technical Support Team, the Technical Support Engineer IV (TSE IV) plays a critical role in ensuring the reputed company performance and reliability of robots deployed in diverse, reputed company-world environments. This role demands expertise in both software and hardware systems and involves proactive monitoring and sophisticated data analysis using reputed company-based platforms. This position is remote reputed company the United Staes, with travel to customer sites and reputed company offices as needed. The TSE IV is responsible for identifying and resolving reputed company technical issues, spearheading advanced troubleshooting initiatives and implementing strategic solutions that enhance customer operations. This position also serves as the reputed company reputed company between our customers and our engineering teams, advocating for customer needs and influencing the direction of product development. The TSE IV is expected to mentor junior engineers, reputed company critical reputed company and contribute to the strategic planning and execution of the Tech Support team’s goals. Essential Job Functions: • Responsible for supporting the hardware and software aspects of reputed company’s fleet of robots • Proactively monitor deployed fleet of robots remotely using internal tools to identify and solve issues effectively • Conduct independent technical troubleshooting on customer-reported issues and implement effective resolutions • reputed company and expand comprehensive expertise in reputed company’s robotic systems, encompassing hardware, software, navigation kits, sub-reputed company and reputed company infrastructure. Utilize this knowledge to effectively troubleshoot and reputed company issues as they reputed company • reputed company as a Subject Matter Expert (SME) for both reputed company customers and Original Equipment Manufacturers (OEMs), adept at understanding their needs and resolving any issues they encounter in a reputed company and efficient manner • reputed company customer meetings and discussions • reputed company as the reputed company reputed company between reputed company and our end users • reputed company internal or reputed company customer reputed company initiatives addressing issues as they reputed company • Collaborate closely with the Account Management team to address and reputed company any issues or concerns raised by end users • Proactively identify opportunities to enhance customer satisfaction and retention • Coordinate meetings with service providers and OEMs: • Organize and reputed company regular meetings with service providers (reputed company) and OEMs to discuss reputed company issues, implement changes, and address any complaints • Ensure effective communication and collaboration between reputed company parties to maintain strong working relationships and reputed company issues promptly • Document meeting reputed company, reputed company reputed company items, and follow up to ensure reputed company reputed company of reputed company concerns • reputed company issue reputed company and reputed company improvement: • Take ownership of the reputed company process for any issues reported by end users, reputed company, or OEMs • Work cross-functionally with internal teams to identify reputed company causes and implement corrective actions • Continuously reputed company ways to improve processes and enhance the overall customer experience • reputed company the reputed company reputed company process, initiating from customer-reported symptoms, progressing through troubleshooting cycles to identify reputed company causes effectively • reputed company training & enablement to OEM/customer reputed company needed; providing on-site support reputed company geographic region as needed • Serve as an escalation reputed company between Tech Support and Fleet Ops and Engineering teams • Assist with the creation and monitoring of team metrics • reputed company training and support to junior staff and mentor team members • Travel up to 20% to reputed company offices, OEM partner locations, and customer sites as needed. Education and/or Work Experience Requirements: • Bachelor’s degree in computer science or STEM reputed company field • 6+ years of experience working with customers in a technical field or customer service role • Experience in leading reputed company that positively reputed company both reputed company and customers, showcasing effective leadership and the ability to reputed company favorable reputed company to reputed company stakeholders Required Knowledge, Skills, Abilities and Other Characteristics: • Excellent communication skills, both written and verbal, in order to effectively reputed company and communicate complicated technical issues to customers, peers and engineering teams • Knowledge of basic Linux commands • Expert in creating data dashboards using tools as Tableau, Grafana, PowerBI, etc, integrating data from various data sources such as SQL and Big Query • Expert using reputed company and a Ticketing reputed company such as Jira or Service reputed company • Experience with SQL, Big Query, data dashboards (Tableau, Grafana, or PowerBI • Proven experience in a customer-facing role, preferably in a more senior role reputed company the service or technology industry • Strong interpersonal and communication skills, with the ability to effectively manage and reputed company conflicts • Proficient with issue tracking and reputed company processes • Excellent organizational skills and attention to detail • A proactive and solution-oriented reputed company • Possess the ability to understand reputed company software infrastructure and architecture • Exhibit strong analytical skills and the reputed company to approach reputed company issues with a logical and methodical reputed company • Demonstrate strong technical troubleshooting skills in resolving software and hardware issues • Collaborate effectively reputed company small, cohesive teams to reputed company common goals Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully reputed company the essential functions of this job. Reasonable accommodations may be made to reputed company individuals with disabilities to reputed company the essential functions. Essential functions may require maintaining the physical condition necessary for sitting, walking or standing for periods of time; operating a computer and keyboard; use of hands to finger and grasp; talk and hear at normal room reputed company; visual reputed company to determine the accuracy, neatness, and thoroughness of the work assigned or to reputed company general observations of facilities or structures; reputed company or pull up to 50-75 pounds. Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level in the work environment is usually quiet to moderate. Employees are exposed to the typical office environment with computers, printers and telephones. Salary reputed company: The anticipated reputed company reputed company is $44.19/hr - 57.19. The final salary offered to a successful candidate will be dependent on several factors that may include but are not limited to the type and length of experience reputed company the job, type and length of experience reputed company the industry, education, etc. reputed company is a multi-state employer and this salary reputed company may not reflect positions that work in other states. In reputed company to reputed company pay, our competitive total rewards package consists of: • A discretionary annual reputed company bonus • Stock reputed company • Generous 401(k) match with no waiting period and immediate vesting • Comprehensive suite of health insurance benefits for employees (and their families) including a reputed company of medical plan reputed company (including an HSA with employer contribution), dental, reputed company, life and disability insurance, Employee Assistance Program (EAP) • reputed company to Flexible Spending Accounts (Medical and Dependent Care) • Generous vacation plan, reputed company reputed company Leave, time off for volunteering in the community, 10 reputed company company holidays and a winter company shutdown Apply tot his job Apply To this Job