Tech Support Engineer IV

🕒 Julho 17

🏄 California – Remoto

🏄 California – Remote

💵 $44 - $57 / hora

⏰ Tempo Integral

🟡 Pleno

🟠 Sênior

📞 Engenheiro de Suporte

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Brain Corp

SiteLinkedInTodas as Vagas

201 - 500 funcionários

Fundada em 2009

🏥 Saúde

📦 Logística

🏭 Manufatura

💰 $36.000.000 Series D em 2020-04

Healthcare • Logistics • Manufacturing

A Brain Corp é uma empresa líder no campo da robótica com IA, focada no desenvolvimento de robôs móveis autônomos que melhoram a segurança e a eficiência em diversas indústrias. Fundada em 2009, a plataforma principal da Brain Corp, o BrainOS, alimenta uma vasta frota de robôs usados para tarefas como limpeza de pisos, gerenciamento de inventário e gestão de locais remotos. As soluções da empresa são amplamente adotadas no varejo, armazenagem, educação e saúde, entre outros, oferecendo aplicações avançadas de robótica e IA em larga escala. A Brain Corp faz parcerias com fabricantes de equipamentos originais (OEMs) para oferecer soluções robóticas inovadoras que transformam práticas operacionais globalmente.

Descrição

• Responsible for supporting the hardware and software aspects of Brain Corp’s fleet of robots • Proactively monitor deployed fleet of robots remotely using internal tools to identify and solve issues effectively • Conduct independent technical troubleshooting on customer-reported issues and implement effective resolutions • Develop and expand comprehensive expertise in Brain Corp’s robotic systems, encompassing hardware, software, navigation kits, sub-system and cloud infrastructure. Utilize this knowledge to effectively troubleshoot and resolve issues as they arise • Act as a Subject Matter Expert (SME) for both direct customers and Original Equipment Manufacturers (OEMs), adept at understanding their needs and resolving any issues they encounter in a timely and efficient manner • Lead customer meetings and discussions • Act as the primary liaison between our company and our end users • Lead internal or external customer related initiatives addressing issues as they arise • Collaborate closely with the Account Management team to address and resolve any issues or concerns raised by end users • Proactively identify opportunities to enhance customer satisfaction and retention • Coordinate meetings with service providers and OEMs: Organize and lead regular meetings with service providers (SPs) and OEMs to discuss current issues, implement changes, and address any complaints • Ensure effective communication and collaboration between all parties to maintain strong working relationships and resolve issues promptly • Document meeting outcomes, track action items, and follow up to ensure timely resolution of all concerns • Provide issue resolution and continuous improvement: Take ownership of the resolution process for any issues reported by end users, SPs, or OEMs • Work cross-functionally with internal teams to identify root causes and implement corrective actions • Continuously seek ways to improve processes and enhance the overall customer experience • Lead the quality resolution process, initiating from customer-reported symptoms, progressing through troubleshooting cycles to identify root causes effectively • Provide training & enablement to OEM/customer when needed; providing on-site support within geographic region as needed • Serve as an escalation point between Tech Support and Fleet Ops and Engineering teams • Assist with the creation and monitoring of team metrics • Provide training and support to junior staff and mentor team members • Travel up to 20% to Brain Corp offices, OEM partner locations, and customer sites as needed.

🎯 Requisitos

• Bachelor’s degree in computer science or STEM related field • 6+ years of experience working with customers in a technical field or customer service role • Experience in leading projects that positively impact both the company and customers, showcasing effective leadership and the ability to deliver favorable outcomes to all stakeholders

🏖️ Benefícios

• A discretionary annual target bonus • Stock options • Generous 401(k) match with no waiting period and immediate vesting • Comprehensive suite of health insurance benefits for employees (and their families) including a variety of medical plan options (including an HSA with employer contribution), dental, vision, life and disability insurance, Employee Assistance Program (EAP) • Access to Flexible Spending Accounts (Medical and Dependent Care) • Generous vacation plan, Paid Sick Leave, time off for volunteering in the community, 10 paid company holidays and a winter company shutdown