Senior Technical Support Engineer
- Provides technical support to customers and internal customers for a highly technical and sophisticated product-agnostic ecosystem.
- Helps establish, document, and assist in principled technical support processes: diagnosing, troubleshooting, reproducing, fixing and debugging complex electro/mechanical equipment – robots, payloads, and servers, computer interfaces, inputs and outputs of complex software, or networked and/or wireless communication systems.
- May be involved in customer installation and training.
- Responsible for maintaining knowledge of all base robot behaviors, functions, and changes in supported 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.
- 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
- Bachelor degree or higher in Engineering/Computer Science related subject
- Excellent computer and interpersonal skills
- Proficiency in Linux-based operating systems
- Proficiency in a high level programming language such as Python/C++
- 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
Recommended Jobs
Director of Global Customer Operations & Fulfillment
About The Role As Boston Dynamics scales its advanced, unstructured robotics fleets globally, keeping our hardware operating at peak reliability in dynamic, mission-critical environments is our pr…
Restaurant Manager - Dorchester
FIND YOUR FIRE! At Sally's Apizza we have been creating New Haven Style Apizza since 1938 and are now expanding to locations across the United States. Famous for our distinctive tomato sauce and …
Adult Neurologist / Neuro-Hospitalist Physician
We are seeking a Board-Eligible or Board-Certified Adult Neurologist to join a highly respected and collegial neurology team as a full-time Neuro-Hospitalist in Fall River, Massachusetts. This is an o…
Director of US Marketing
Additional Location(s): N/A Diversity - Innovation - Caring - Global Collaboration - Winning Spirit - High Performance At Boston Scientific, we’ll give you the opportunity to harness all that’…
General Manager - Boston
GENERAL MANAGER TITLE Boxing Club Boston - Assembly Row | Newbury St | North Station POSITION OVERVIEW The General Manager (GM) executes all sales, fitness, and operation functions within TIT…
Irrigation Technician Specialist
NOW HIRING: Professional, Experienced, Irrigation Technician, Specialist and Landscaper Join Mountain View Landscapes – Building Careers Since 1976 Mountain View Landscapes, a leader in the landsc…
Workflow Coordinator
Company Description RRD provides marketing, packaging, print, and business services to the world’s most respected brands. The company’s proprietary technology, advanced data analytics, and expertise…
Patriot Place - Front Desk Sales European Wax Center - Foxborough, MA
Job Description Job Description THE ULTIMATE WAX EXPERIENCE is EXPANDING at Patriot Place! Love to help others look and feel fab? Then turn your passion into a rewarding role with a growing team …
ASSOCIATE DIRECTOR ENROLLMENT CONTENT STRATEGY, Questrom School of Business, Marketing
Reporting to the Executive Director of Marketing & Communications, the Associate Director of Enrollment Content Strategy & Operations serves as a content strategist and operational owner for enrollme…