Technical Support Engineer

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.