Technical Support Engineer II
Brain Corp is a San Diego, California, USA-based AI company creating transformative core technology for the robotics industry. Our purpose is to create autonomous technology that helps the real world work better. Brain's robotic and AI solutions help retailers ensure that the right product is on the right shelf 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 commercial public spaces, Brain Corp delivers insightful and efficient automated solutions in both commercial floor cleaning and inventory management, empowering organizations and their employees to achieve more. Brain Corp currently powers more than 30,000 AMRs, representing the largest fleet of its kind in the world. Brain Corp is funded by the SoftBank Vision Fund, Clearbridge, and Qualcomm Ventures.
Position Summary:
As a member of the Customer Operations team, the Technical Support Engineer II is responsible for supporting all software aspects of robots deployed in real life application by reviewing information collected from the robot and accessible in the cloud, analyzing the events impacting customer's operation, identifying potential causes of errors and offering valid solutions. This position will also be the focal point as the voice of customers to interact with engineering groups to drive continuous product improvements.
Essential Job Functions:
- Act as a point of contact for customers, internal teams, OEMs, understanding their needs, and resolving customer issues in a timely manner.
- Communicate effectively with customers, oversee and drive transactional activities with 3rd party service providers aiming at minimal interruption to customer’s operation.
- Conduct independent technical troubleshooting on customer issues and implement resolutions.
- Provide phone based technical support by guiding OEM experts or field techs to resolve issues in real time.
- Drive the quality resolution process starting with customer reported symptoms, progressing through troubleshooting cycles to the identification of root causes.
- Establish and continue to grow the broad knowledge in Brain Corp’s robotic systems to understand how hardware, software, navigation kits, sub-system and cloud infrastructure works and be able to apply that knowledge to solve real-life issues.
- Be able to clearly elaborate and communicate complicated technical issues to customers, peers and engineering teams.
- Provide training & enablement to internal and external teams, OEM when needed.
- Assist with Shelf Scan projects as requested
- Follow support discipline and process.
- Other duties and projects as assigned.
Education and/or Work Experience Requirements:
- Bachelor’s degree in computer science or related field.
- 3-5 years of experience working with customers in a technical field or customer service role.
Required Knowledge, Skills, Abilities, and Other Characteristics:
- Strong customer focus and problem resolution skills.
- Strong technical troubleshooting skills in resolving software and hardware issues
- Ability to understand complex infrastructure and architecture
- Logical thinking and ability to take a rational approach to complex issues
- Linux skills are a plus
- Aptitude, creativity, and a preference for working in small, collaborative teams.
- Fluent in English, German, and Other languages a plus
Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform 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; talk and hear at normal room levels; using hands to finger, grasp, and feel; repetitive motion; close visual acuity to prepare and analyze data and figures; transcribing; viewing a computer terminal; extensive reading; lift, push, carry, or pull up to 20 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. Employee is exposed to the typical office environment with computers, printers and telephones.