Responsibilities:
- Provide tier-3 technical support for robotic systems, including hardware, software, and firmware components.
- Diagnose and resolve technical issues reported by customers, collaborating with the technical team to escalate and address complex problems.
- Document and report recurring issues to the Technical team to support continuous improvement and product development.
- Facilitate knowledge transfer sessions, training, and technical briefings to empower the Customer Success team in providing top-tier support to customers.
- Participate in testing and validation of new robotic systems and updates, providing critical feedback to ensure customer needs and experiences are addressed.
- Maintain detailed records of technical issues, resolutions, and feedback from customers and the Customer Success team.
- Develop and update technical documentation, user manuals, and support guides to assist the Customer Success team and customers in effectively utilizing robotic systems.
Requirements:
- Bachelor’s degree in Robotics, Electrical Engineering, Mechanical Engineering, Computer Science, or a related field.
- 2+ years of experience in technical support
- Excellent problem-solving skills with the ability to diagnose and resolve complex technical issues.
- Strong communication and interpersonal skills, with the ability to effectively bridge gaps between technical and non-technical teams.
- This position may require occasional travel to customer sites.
- Good English communication skills (verbal and written).
