Technical Support Lead Engineer

 

We are looking for an individual ready to take a lead role in technical support for mobile robots. This position includes both hands-on technical tasks and leadership in improving processes and supervising third party service providers. This is a critical get-it-done role on a team with growth potential. You will be a good fit if you are passionate in equal measures about advanced technology and customer success.

Cambridge, MA; travel requirements: up to 20%

ESSENTIAL FUNCTIONS

  • Support installation of new robots

  • Troubleshoot and resolve problems reported by customers or detected by proactive monitoring tools (phone/email/messaging)

  • Supervise third-party vendors operating back end functions

  • Occasional travel to local and remote customer site for installation and technical support

  • Maintain a technical knowledge base of troubleshooting tips, and update product support docs

QUALIFICATIONS

  • BS or AS in Computer Science/Engineering

  • 3+ years experience in technical support

  • Knowledge of computer hardware and operating systems

  • High degree of comfort with hand tools

  • Strong interpersonal and communication skills

  • Solid written and oral communication in English; other languages a plus

  • Desired experience with Linux, robotics systems and/or wireless networking

Job Type: Full-time

Other: Job requires occasionally lifting moderate weight when handling robots, and some travel to customer sites in the US and abroad.

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