Technical Support Engineer

Handle incoming support requests via Zendesk tickets and phone calls, ensuring high-quality solutions and customer satisfaction.

Monitor system performance and operational metrics to identify and address issues before they impact customers.  Generate internal and customer facing dashboards.

Utilize Python scripts and SQL queries to troubleshoot and resolve complex issues within our robotics and AI systems.

Document technical problems and resolutions clearly for future reference and report recurring issues to the development team for systemic fixes.

Work closely with engineering and product teams to understand system behaviors and improve support protocols.

Create and maintain customer facing knowledge base articles for commonly encountered issues.

A Bachelor’s degree or equivalent experience.

3+ years of technical support or software development experience.

Strong problem-solving and analytical skills.

Strong written and verbal communication skills

Excellent interpersonal skills for engaging with customers and internal stakeholders.

Basic knowledge of Python scripting - running from the command line, using arguments etc.

Basic familiarity with Unix systems.

Basic understanding of software, system, and application logs, as well as the tools and platforms used for their management and analysis.

Basic understanding of JSON and Rest APIs.

Experience with industrial robotics applications.

Proficiency in Python scripting.

Proficiency in SQL, Grafana or other data visualization tools.

Background in logistics or fulfillment environments.

Knowledge of hardware troubleshooting, networking, and IT product management.

Experience with Rust.