Technical Support Engineer
Apply on company site ↗About this role
Are you a self-driven problem solver passionate about advancing robotics technology? Join our team at OSARO as a Technical Support Engineer and help us develop cutting-edge AI-based autonomous industrial robotic solutions. If you thrive on dynamic challenges, have a knack for troubleshooting, and enjoy collaborating across teams, this role is your opportunity to make a meaningful impact.
About the Role
As a Technical Support Engineer, you'll be the linchpin in ensuring our systems run smoothly and efficiently. You’ll combine technical expertise with customer-facing skills to support and innovate within the core of our industrial automation operations. This highly visible position involves collaborating with cross-functional teams—Machine Learning, Hardware, and Infrastructure—to enhance the OSARO robotic solutions.
What You'll Do
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Handle incoming support requests via Zendesk tickets and phone calls, ensuring high-quality solutions and customer satisfaction.
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Monitor system performance and operational metrics to identify and address issues before they impact customers. Generate internal and customer facing dashboards.
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Utilize Python scripts and SQL queries to troubleshoot and resolve complex issues within our robotics and AI systems.
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Document technical problems and resolutions clearly for future reference and report recurring issues to the development team for systemic fixes.
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Work closely with engineering and product teams to understand system behaviors and improve support protocols.
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Create and maintain customer facing knowledge base articles for commonly encountered issues.
What you'll bring
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A Bachelor’s degree or equivalent experience.
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3+ years of technical support or software development experience.
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Strong problem-solving and analytical skills.
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Strong written and verbal communication skills
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Excellent interpersonal skills for engaging with customers and internal stakeholders.
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Basic knowledge of Python scripting - running from the command line, using arguments etc.
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Basic familiarity with Unix systems.
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Basic understanding of software, system, and application logs, as well as the tools and platforms used for their management and analysis.
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Basic understanding of JSON and Rest APIs.
Bonus if You Have
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Experience with industrial robotics applications.
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Proficiency in Python scripting.
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Proficiency in SQL, Grafana or other data visualization tools.
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Background in logistics or fulfillment environments.
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Knowledge of hardware troubleshooting, networking, and IT product management.
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Experience with Rust.