Support Escalation Engineer

1 hour, 33 minutes ago
Full-time
Mid Level
DevOps and Infrastructure
RobustAI

RobustAI

Robust.AI is a company founded by a world-class robotics team that specializes in collaborative robot solutions for Manufacturing and Warehouse Logistics. They combine AI, robotics, and human-centered design to make robots broadly useful, effortless to...

Industrial Conglomerates
11-50
Founded 2019

Description

  • Develop diagnostic tools and processes to improve product diagnosis and system health.
  • Manage escalations and ensure compliance with customer response guidelines.
  • Analyze diagnostic data from Tier 1 and Tier 2 support to identify root causes and next steps.
  • Collaborate with Engineering to resolve complex issues and improve product reliability.
  • Document technical resolutions and maintain the internal knowledge base.
  • Participate in cross-functional forums to drive process and product improvements.
  • Travel to customer sites when needed to support onsite stabilization.

Requirements

  • At least 3 years of industry experience in a customer-facing technical role, such as field engineering or technical support.
  • In-depth knowledge of Linux.
  • Knowledge of ROS (Robot Operating System).
  • Knowledge of scripting languages such as Python.
  • Experience with cloud computing and Docker containers.
  • Familiarity with GitHub and Jira.
  • Knowledge of electrical and mechanical aspects of robotics.
  • Strong problem-solving skills and willingness to learn in a fast-paced startup environment.
  • Ability to travel to customer sites as required.

Benefits

  • Base salary determined by skills, qualifications, and experience.
  • Stock options and significant growth potential.
  • Medical, dental, and vision coverage.
  • Flexible vacation and sick leave policies.
  • Paid parental leave.
  • Collaborative startup culture focused on belonging, equality, and equity.

Interested in this position?

Apply directly on the company website

Apply Now

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