Technical Support Engineer - Stretch

As a Technical Support Engineer supporting our Stretch robot, you will work on our team to assist our customers with a variety of challenges, including autonomous behaviors, hardware and software issues, networking, and more. Every day, you will take ownership for resolving technical customer issues in a reasonable time, act as the representative of Boston Dynamics technical expertise in voice, tone, and knowledge, and serve as an internal voice of the customer in identifying and escalating customer needs for issues and feature requests. To thrive in this role, you must have strong communication skills and be driven to provide excellent customer service support solutions while growing your software and robotics skills.  

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:

• 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, computer interfaces, complex software, and networked and/or wireless communication systems. 

• Supports installation, training, and beta testing at customer sites. Builds and maintains knowledge of all base robot behaviors, functions, and changes in 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.

• Collaborates with Software teams on feature prioritization and feature implementation.

Contributions to Stretch 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:

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

• Excellent computer and interpersonal skills

• Proficiency in a high level programming language, preferably 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.

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