Technical Support Engineer

 

The Company

In the next decade, workplaces, event spaces, retail spaces, and more will look and function very differently. A driving force behind this transformation will be how intelligent robots work with and for people to drive better outcomes.

 

Leveraging a deep technical heritage at iRobot, Ava Robotics is a leader in developing intelligent robots for workplace applications to improve human productivity, safety, and quality of life. Ava’s fully-autonomous, mobile robot applications continue to build upon the strong technology foundation established at iRobot. 

 

The Role

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 developing best practices and procedures for driving customer happiness. 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.

ESSENTIAL FUNCTIONS

  • Troubleshoot and resolve problems reported by customers or detected by proactive monitoring tools 

  • Escalate and work collaboratively with product development team in order to resolve customer issues

  • Provide remote support installation of new robots in a wide range of technologies including network enrollment, configuration changes and robot mapping.

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

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

 

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

Location: Cambridge, MA and with some flexibility for partial remote work

Other: Job requires occasionally lifting moderate weight when handling robots, and some travel to customer sites in the US and abroad. Because we are committed to protecting the health and safety for our employees and customers, this role requires full vaccination against COVID-19, unless an accommodation has been granted for a medical reason or sincerely held religious belief.