Robotics Technical Support Engineer, Berkshire Grey
Less than 5% travel required
Office located in Bedford, MA
Autonomous fulfilment robots
Be an early applicant
Autonomous fulfilment robots
201-500 employees
Be an early applicant
Less than 5% travel required
Office located in Bedford, MA
201-500 employees
Company mission
To help businesses succeed with AI-enabled robotics that transforms the way they thrive, compete and win.
Role
Who you are
- BS degree in computer engineering
- 1-3 years’ experience operating in a technology software and hardware support operations center
- Has excellent documentation skills
- Excellent communication skills both verbal and written
- Has the ability to remain calm under duress
- Strong problem-solving and analytical skills
- Excellent interpersonal and customer-facing skills, with the ability to competently discuss complex technical issues with operations, engineering (software/hardware), and leadership teams
- Ability to manage multiple high-priority tasks simultaneously
- Intuition of Robotics:
- Sensor fault troubleshooting
- Calibration drift correction
- Troubleshoot HMI (Human Machine Interface) issues
- Identify and correct “process health” issues
Desirable
- Knowledge and/or working experience with tools such as ELK (Elasticsearch, Logstash, Kibana)
- Ability to troubleshoot network issues
- Linux (Ubuntu) experience at a system admin level
- Ability to troubleshoot SSL, Remote Access, VPN, DNS issues
- Network troubleshooting
- Docker/ Kubernetes
What the job involves
- Responsible for providing technical support for all Berkshire Grey’s products that are in production and in commissioning phases
- This person provides resolutions to product issues to ensure we meet our SLAs and maintain our products reliability and production continuance
- This position provides support for software and hardware troubleshooting and initiates escalations to senior technical resources as needed
- This position monitors, captures data, and reports out issues in a defined process to ensure resolutions can be administered quickly
- This position plays a critical role in providing the highest level of customer service to our customers
- Works closely with senior support resources to provide data on bugs identified and assists in prioritizing the customer’s issues. Captures data and reports findings with detailed documentation to ensure the problem is correctly identified and defined
- Is responsible to document incidents and perform immediate recovery steps. If this fails to restore the system, they immediately follow the escalation process to ensure we meet our customer’s SLAs
- Team member has to have a high level of urgency and is quick on their feet to handle multiple issues in a timely manner
- Provides data collection, time stamping, and JIRA ticketing for all bugs identified
- Assist in providing weekly and monthly KPI reports for all customers to their supervisor/manager
- Participate in daily case reviews, shift handoff discussions and weekly team meetings to help with prioritizing critical cases
- Has a thorough understanding of available technology to troubleshoot problems and identify root causes for customer production issues
- Manages the customer ticketing process in Salesforce
- Can identify hardware failures and be able to dispatch parts and/or service personnel to assist with part replacements
Our take
The boom in eCommerce over recent years has created a need for increased productivity in fulfilment, with businesses needing to scale up to remain competitive. Berkshire Grey develops and supplies AI-powered robots for warehouses and fulfilment centres, delivering intelligent, mobile robots for supply chain process automation to increase throughput, lower delivery times, and reduce costs.
Setting up robotics systems can be very costly for companies, which is why Berkshire Grey offers a Robots as a Service (RaaS) model. This enables businesses to automate their processes without a large upfront investment. By using its robots, Berkshire Grey claims, businesses can reduce picking costs by 70-80% and increase throughput by 25-35%—impressive numbers that certainly make it a strong choice for interested parties.
Despite competition from Amazon Robotics and Fetch Robotics, Berkshire Grey has carved out a niche in the growing robotics market. In 2023, the company merged with SoftBank in a $375 million go-private transaction. This merger aims to strengthen Berkshire Grey's capabilities, streamline operations, and maintain a competitive edge. The merger with SoftBank will enable the company to better serve its customers with its disruptive AI robotics technology, driving efficiency in their operations.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
5% employee growth in 12 months
Company
Funding (2 rounds)
Jan 2020
$263m
SERIES B
Apr 2016
$13.5m
SERIES A
Total funding: $276.5m
Company benefits
- Healthcare - Full medical, dental and vision. Life insurance, gym stipends and wellness programs
- Vacation - We value hard work and we like to have fun. Take time when you need it
- Recognition - Peer shout outs, achievement celebrations and leadership awards let you know you’ve made a difference
- Retirement - Stock options and generous 401(k) matching
- Nutrients - Lunch is delivered daily, a plethora of snacks, gourmet coffee, Soylent, and top-shelf beverages
Company HQ
Bedford, MA
Leadership
Tom Wagner
(CEO)Tom Wagner is the founder of multiple pilot activities and serves as an advisor to small companies and universities. Prior to Berkshire Grey, Wagner had the privilege of serving as the Chief Technology Officer of iRobot. Prior to joining iRobot, Wagner served as a program manager at the Defense Advanced Research Projects Agency (DARPA), the research and development agency of the US Department of Defense.
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