Technical Support Engineer II

Position Overview:

As a member of our Technical Support Team, the Technical Support Engineer II plays a pivotal role in ensuring the seamless operation of robots deployed in real-world applications. Following the Tech Support discipline and process, this involves leveraging data collected from the robots and accessible through cloud platforms to analyze events impacting customer operations, identify potential errors, and deliver effective solutions across both software and hardware domains. 

Essential Job Functions: 

• Responsible for supporting the hardware and software aspects of Brain Corp’s fleet of robots
• Provide technical support via phone, email or chat by guiding OEM experts or field techs to resolve issues in real-time
• 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
• Act as a Subject Matter Expert (SME) for both direct customers and Original Equipment Manufacturers (OEMs), adept at understanding their needs and resolving any issues they encounter in a timely and efficient manner
• Communicate effectively with customers, and actively manage and coordinate transactional activities with third party service providers, with the goal of minimizing disruptions to customers’ operation
• Lead the quality resolution process, initiating from customer-reported symptoms, progressing through troubleshooting cycles to identify root causes effectively
• Develop and expand comprehensive expertise in Brain Corp’s robotic systems, encompassing hardware, software, navigation kits, sub-system and cloud infrastructure; utilize this knowledge to effectively troubleshoot and resolve issues as they arise
• Provide training & enablement to OEM/customer when needed
• Assist with Shelf Scan projects as requested 
• Lead internal or external customer related initiatives addressing issues as they arise 
• Work with internal teams to improve tools and processes 

Education and/or Work Experience Requirements: 

• Bachelor’s Degree in Computer Science or STEM-related field, or equivalent practical experience preferred 
• 3-5 years of experience in a technical role or customer service involving direct interaction with customers 
• Experience in leading projects that positively impact both the company and customers,   showcasing effective leadership and the ability to deliver favorable outcomes to all stakeholders

Required Knowledge, Skills, Abilities and Other Characteristics:

• Familiarity with Linux and the ability to review logs
• Basic understanding of networking principles.
• Ability to read wiring diagrams
• Experience creating data dashboards using tools as Tableau, Grafana, PowerBI, etc, integrating data from various data sources such as SQL and Big Query
• Experience using Confluence and a Ticketing system such as Jira or Service Cloud 
• Experience with a SQL DB (such as  Big Query), data dashboards (such as Tableau, Grafana, or PowerBI), ticketing systems (Jira, Service Cloud), and Confluence 
• Possess the ability to understand complex software infrastructure and architecture 
• Exhibit strong analytical skills and  the capacity to approach complex issues with a logical and methodical mindset
• Demonstrate strong technical troubleshooting skills in resolving software and hardware issues
• Demonstrate excellent communication skills with the ability to effectively articulate and communicate complicated technical issues to customers, peers and engineering teams 
• Fluent in English, German, and other languages a plus
• Collaborate effectively within small, cohesive teams to achieve common goals

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; use of hands to finger and grasp; talk and hear at normal room levels; visual acuity to determine the accuracy, neatness, and thoroughness of the work assigned or to make general observations of facilities or structures; push or pull up to 35 kilos.

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.