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Career Center

Technical Support Engineer - Tier 3

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Vecna Robotics

Posted on 05/13/2020

Location

Waltham, MA

Description

Vecna Robotics seeks a Technical Support Engineer to join its Network Operations Center. These cross-functional engineers manage all technical issues with our robots from the field that cannot be resolved by Tier 1 & 2 technical support staff, and are responsible for root cause analysis, quality assurance planning, monitoring of regression and performance trends, mentoring and training of Tier 2 staff, and complex site configurations and path tweaks during active robot deployments. This role works closely with project managers and deployment engineers, and serves as a bridge to product development, manufacturing and sales and marketing divisions. 

Major Duties & Responsibilities

  • Manage all escalated technical support issues that are escalated from the NOC Technical Support Tier 1 & 2 team members, and coordinate customer communication on such issues. 
  • Provide root cause analysis and advanced troubleshooting for complex hardware & software issues. 
  • Provide product related training primarily to Tier 2 Robotics Technical Support Specialists as well as acting as a mentor to all NOC team members. 
  • Respond to customer issues within established timeframes to ensure our customer support service levels are achieved. 
  • Escalate technical support issues that cannot be resolved by Tier 1, 2 or 3 to product development teams. 
  • Monitor performance and quality, and manage updates to field robots and coordinate replacement parts with internal manufacturing division.
  • Act as a backup for Tier 2 Robotics Technical Support Specialists. 
  • Provide analytical reports to senior staff. 
  • Remotely coordinate and resolve individual site issues within the U.S through support to 3rd party vendors as necessary. 
  • Occasional travel required to client sites on short notice may be required. 

Minimum Skills & Abilities

  • BS. degree in an engineering field strongly preferred; equivalent experience considered.
  • Minimum of 1 year experience in providing technical support on complex software and hardware solutions.
  • Demonstrated analytical and problem-solving skills to methodically determine root cause, and proposing solutions or workarounds to difficult and complex production issues reported by customers and partners.  
  • Excellent written communication and verbal skills, as well as strong listening skills. 
  • Customer service mindset to serve as an example to junior team members.
  • Ability to manage multiple priorities with a sense of urgency.
  • Experience utilizing debugging tools and lab simulations to analyze problems and identify solutions. 
  • Proven success completing assigned tickets in a timely manner and ensuring tickets are documented clearly with current status. 
  • Advanced knowledge or experience in one or more of the following areas preferred: multiple Microsoft Windows operating systems; quality assurance; MS SQL databases; LAN/WAN Networking; or IT Network Operations.
  • Prior experience supporting mobile robot solutions a plus.
  • Up to 20% travel may be required. 

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