Product Operations Software Support Engineer
April 25, 2023
Operating Systems
Unix
Description
• Primary responder for support escalations of robot systems deployed in production. • Troubleshoot robotic application software and provide a timely response and resolution. • Commission software and provide hypercare at customer sites for deployment of new products. • Writing of Standard Operating Procedures for product processes and providing continuous improvement. • Working within a warehouse/logistics environment providing support services to a fleet of robots. • Must take responsibility for satisfying operational metrics for robot picked production volumes at customer sites. • Initial assist with deployment and provisioning of robotic systems and operate Dexterity robotic systems on-site. • Test robotic systems in a production setting and document bugs. • Utilize support and escalation playbooks to resolve operational issues within the Dexterity SLA window. • Manually intervene and assist robots in the event of unforeseen events / errors. • Document known issues and resolution best practices in Support knowledge-base/SOPs. • Provide remote support on software-related issues. • Travel to customer locations to provide onsite support with SW commissioning and bug reporting to the Product team.
Requirements
• B.S. in engineering or related field Software Engineer Experience. • Proficient in system troubleshooting, Linux/UNIX operating systems, command line interface (CLI), networking, analyzing traces and debug logs. • Excellent customer facing communication skills with the ability to communicate complex issues to diverse audiences (e.g., operations, engineering, or leadership). • Excellent written and verbal communication skills. • Loud work environment with temperature change due to seasons at office, warehouses and clients’/customers’ locations. • Walking/standing long hours and exposed to loud environment/machine and during travel. • Prolonged periods sitting at a desk and working on a computer. • Travel 50% or more to customer locations as projects demand. • Must be able to work overtime on a rotating on-call schedule to support plant operations as needed including nights, weekends, and holidays. • May be required to work extensive overtime hours during planned and unplanned maintenance. • Equal Opportunity Employer.
Benefits
• Competitive salary and equity • Medical, dental and vision insurance • 401(k) plan • Unlimited PTO • Learning and development opportunities • A passionate and supportive team • Opportunity to positively transform the world through robotics
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