Senior Supervisor, Technical Support

We are seeking a Senior Supervisor, Technical Support to join our service team. Leading the technical support engineers on the Stretch team, you will be responsible for overseeing and contributing to the technical support of customers in a reasonable time by acting as a representative of Boston Dynamics technical expertise in voice, tone, and knowledge.  You will also  be responsible for developing and serving a team for the operation of Technical Support by maintaining lines of communication with design engineering and software development on design, reliability and maintenance issues.  To thrive in this role, you must have some previous people manager experience, have strong communication skills and be driven to provide excellent customer service support solutions. 

Boston Dynamics is a world leader in mobile robots, tackling some of the toughest robotics challenges. For years, our awe-inspiring viral videos on YouTube have shown the world what remarkably capable robots can do. Now we are quickly becoming a recognized leader in automation solutions for industrial applications and warehouse logistics
 

Duties and Responsibilities

• Supervise and assist support specialists and engineers that respond to customers in isolating or fixing problems in non‑functioning robots, systems, or software. 

• Ensure that technical support engineers are current with the latest upgrades and/or new releases and have the tools and training needed to work. 

• Coordinates the internal Voice of the Customer by working with Support Specialists and Support Engineers to identify customer needs, and serves as the point of escalation to bring attention to issues. 

• Selects, develops, and evaluates personnel to ensure the efficient operation of Technical Support.

Knowledge & Application: Technical Expert

• Provides technical support to customers and internal customers for a highly technical and sophisticated product ecosystem.  

• Helps establish, document, and assist in principled technical support processes:  diagnosing, troubleshooting, reproducing, fixing and debugging complex electro/mechanical equipment – robots, payloads, and servers, computer interfaces, inputs and outputs of complex software, or networked and/or wireless communication systems. 

• May be involved in customer installation and training, especially networking setups and API support for Python and C++ SDKs.

• Responsible for maintaining knowledge of all base robot behaviors, functions, and changes in supported software and hardware.

• Responsible for building and sharing a deep expertise in the work of a specialized software feature development team.

• Exercises expert-level knowledge in use of internal tools and robot log data in the diagnostic process. 

• Consults on select customer API developments

Contributions to Product and Customer Success

• Responds to customers in a voice and tone representative of Boston Dynamics 

• Queue Management to reduce long running issues and drive KPI to manage the issues

• Respond to Troubleshooting emails and chats in a timely and responsible manner

• Document software incidents, bugs, and stories for Development and Quality teams

• Suggest new features based on customer feedback

• Assist in proactive support and outreach for technical bulletins

• Contributes to continuous process improvement for tracking and measuring Customer Success towards key Business Objectives 

Qualifications

The ideal candidate has:

• At least one year of experience in excellent customer service or a related role

• Previous people manager experience 

• Bachelor degree or higher in Engineering/Computer Science related subject

• Excellent computer and interpersonal skills

• Proficiency in a high level programming language such as Python/C++

Job profile

This role is for you if you are: 

• A take-charge problem solver:  Confident in demonstrating expertise and directing interactions with customers

• A positive individual who takes pride in providing a high standard of service and support to customers

• A knowledge seeker:  A self-starter and quick learner who grasps concepts and processes quickly and intuitively

• A team player:  Work with others and support different functions across teams

We are interested in every qualified candidate who is eligible to work in the United States. However, we are not able to sponsor visas for this position.

Boston Dynamics will never ask you to divulge your personal financial or account information as part of its recruiting process.

#LI-SF1