Job Description
Are
you a Support Engineer eager for more challenging and impactful work? Do you
thrive on solving complex technical problems and putting customers first? If
so, our client has the perfect opportunity for you. Our client, a leader in
Robotics, is expanding its Technical Support Engineering team in the UK, and
they’re looking for talented engineers to join them. Their team combines
technical expertise, customer obsession, and problem-solving prowess to keep
over one million robots running 24/7. Worried about your lack of robotics
experience? Don’t be! They will build on your existing technical expertise and
provide the training you need to succeed. Join this Robotics team and see how
your work can make a real difference!
About The Team
Our
client’s team is the premier group of Robotics problem solvers. They are a
global team of robotic system specialists in the US and EU, looking to extend
their 24/7 coverage. This is a mature, solutions-focused environment free of a
KPI-centric focus. The team provides remote technical support via tickets,
phone, and chat mediums. They have a thorough internal training program and
will provide onsite and remote mentors, as well as training at customer sites.
Please note that as part of this role you will be expected to work a 5-day work
week, one day of which will be over the weekend to ensure critical 24-hour
global support coverage. While you are “on call” for high severity events
during your shift, unlike many technical support roles, this role requires no
out-of-hours on call!
Requirements
Key role responsibilities
- Service
Restoration: Deep-dive into and resolve technical issues allocated via the
in-house ticketing system. Utilize various data sources and logs to
identify hardware or software faults within the Robotics environment,
including addressing robotics performance issues, server issues affecting
robot navigation, and robotic station malfunctions. - Collaboration:
Collaborate with on-site robotics technicians and engineers, guiding their
troubleshooting efforts, and partner with software development engineers
who create the code that powers the robots, ensuring seamless integration
and functionality across all systems. - High
Severity Calls: When critical issues affecting the customer experience
occur, you will be directly involved, participating in live
troubleshooting sessions via conference bridge, coordinating resolution
efforts, and escalating as needed. Utilizing various data sources such as
logs, dashboards, and data dumps, you will identify problematic components
within the robotics infrastructure and develop mitigation plans. - Process
Improvement and Automation: Contribute to the continual improvement of
processes and procedures, participate in internal projects, and help make
things better for the team and, in turn, the customers.
Basic Qualifications
* Relevant bachelor’s degree, or equivalent
combination of education and experience.
* Three years of technical support experience
supporting enterprise systems, platforms, or applications in a first-line (or
above) operations team (the focus should be on troubleshooting and root-causing
issues, not necessarily system configuration).
* Excellent verbal and written communication
skills, including communication to various levels of customers/leadership and
experience with authoring product knowledge base content.
* Previous experience with technical
troubleshooting inclusive of pulling and reading logs, interpreting dashboards
and responding to service alerts/alarms.
* Demonstrated proficiency with Linux and
running SQL queries
* Prior hands-on experience in working with AWS
applications and environments
Preferred Qualifications
* Master’s degree in a relevant technical
field.
* Five or more years of troubleshooting
systems, platforms, or applications in a second-line (or above) operations
team.
* Active technical certifications in one or
more relevant technical fields (Cloud services, Networking, Cybersecurity,
etc.).
* Understanding of project and change
management methodologies and best practices.
*Scripting
knowledge in any programming language, with previous experience automating
tasks via scripts.