Remote Support Engineer - East

GrayMatter Robotics- Remote

https://job-boards.greenhouse.io/graymatterrobotics/jobs/4467062005

Full Time

Junior (3-5 years)

Annually

Pay Range

Annually:

$60,000 - $75,000

No equity

Industry

Engineering

Robotics

Description

Role & Responsibilities: As a Remote 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. Own the morning shift from 5am - 1pm ET (eastern time), Monday - Friday and maintain flexible working hours that match the manufacturing production hours of customers 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 Minimum Qualifications: BS or Technical Degree in IT, Engineering (or related discipline) or equivalent work experience 1-3 years experience demonstrating hands-on Software/Hardware skills and providing technical support to customers 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 Willingness to work early morning shift of remote support Must secure work authorization in the United States and maintain ongoing work authorization beginning at the time of hire through the entirety of employment Preferred Qualifications: Familiar with industrial facilities and equipment Basic experience with ROS, Python, and/or C++ coding Spanish-speaking fluency Certification(s) in CompTIA A+, Network+, CISA, CISSP or similar