Technical Support Engineer, GrayMatter Robotics

• BS Degree in Engineering (or related discipline) or equivalent work experience
• 1-3 years experience demonstrating hands-on Hardware/Software skills
• Demonstrated proficiency working with Linux environments and remote support tools
• Ability to communicate technical/complex information both verbally and in writing
• Perform multiple tasks concurrently and respond to emergency situations effectively
• Must secure work authorization in the United States and maintain ongoing work authorization beginning at the time of hire through the entirety of employment

Desirable

• As a Remote Support Engineer, you will join our Customer Success team to provide ongoing support for our products and ensure our customers are well taken care of
• As a remote Technical Support Engineer, you will be responsible for investigating, triaging, and troubleshooting complex issues affecting our customers along with collecting customer requirements & feedback, working with internal engineering teams to improve the product, and identifying new opportunities within the customer account
• Respond to customer emails and calls on the use of the system
• Work with the product and engineering teams to improve both the customer experience as well as the Field Application Engineer experience
• Monitor the live robots at customer sites and resolve technical issues
• Log descriptions of all tickets and document troubleshooting procedures
• Collaborate cross functionally with Robotics Software, Hardware, and other teams on product deployments,
• Triage, and resolve complex technical issues related to customer deployments
• Provide superior customer service to all customers
• Deliver feedback to the engineering team and work with them to improve the efficiency of products
• Maintain flexible working hours that match the manufacturing production hours of customers