Technical Support Engineer IV

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Brain Corp

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2009

🤖 Artificial Intelligence

☁️ SaaS

🏢 Enterprise

💰 $36M Series D on 2020-04

Artificial Intelligence • SaaS • Enterprise

Brain Corp is a leading company in the field of AI robotics, focusing on developing autonomous mobile robots that enhance safety and efficiency across various industries. Founded in 2009, Brain Corp's flagship platform, BrainOS, powers a vast fleet of robots used for tasks such as floor cleaning, inventory management, and remote site management. The company's solutions are widely adopted in retail, warehousing, education, and healthcare, among others, delivering advanced robotic and AI applications at scale. Brain Corp partners with leading original equipment manufacturers (OEMs) to offer innovative robotic solutions that transform operation practices globally.

📋 Description

• 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.

🎯 Requirements

• 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 • Excellent communication skills, both written and verbal, in order to effectively articulate and communicate complicated technical issues to customers, peers and engineering teams • Knowledge of basic Linux commands • Expert in creating data dashboards using tools as Tableau, Grafana, PowerBI, etc, integrating data from various data sources such as SQL and Big Query • Expert using Confluence and a Ticketing system such as Jira or Service Cloud • Experience with SQL, Big Query, data dashboards (Tableau, Grafana, or PowerBI) • Proven experience in a customer-facing role, preferably in a more senior role within the service or technology industry • Strong interpersonal and communication skills, with the ability to effectively manage and resolve conflicts • Proficient with issue tracking and resolution processes • Excellent organizational skills and attention to detail • A proactive and solution-oriented mindset • Possess the ability to understand complex software infrastructure and architecture • Exhibit strong analytical skills and the capacity to approach complex issues with a logical and methodical mindset • Demonstrate strong technical troubleshooting skills in resolving software and hardware issues • Collaborate effectively within small, cohesive teams to achieve common goals

🏖️ Benefits

• 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