Applications Engineer- L2 Support
About The Position
Magna New Mobility is a business unit inside Magna International leveraging Magna’s technology building blocks, developing new capabilities, and entering new markets and use cases. Our products include advanced solutions for urban markets, industrial intralogistics, commercial and autonomous vehicles. Magna New Mobility is also creating advanced software solutions that integrate with next-generation hardware. Our software is a core driver - turning our hardware into smart, integrated platforms for partners eager to advance the mobility sector. Magna's New Mobility group is not just about building individual technologies; we aim to create integrated solutions that address the complex challenges of moving people efficiently and cost effectively in the 21st century. Join us in advancing and shaping the future of mobility.
Requirements
- 2+ years of experience in technical support, hardware troubleshooting, or related roles, preferably within robotics, automation, or hardware deployment environments
- Proven ability to diagnose and resolve complex hardware and deployment issues across diverse site environments
- Demonstrated success in collaborating with cross-functional teams and generating support documentation based on knowledge acquired
- Proven ability to communicate technical issues clearly to non-technical stakeholders
- Experience working with Zendesk for managing customer support tickets
- Proficiency in Jira for issue triage, tracking, and escalation
- Ability to travel domestically and internationally up to 25%
Nice To Haves
- Familiarity with hardware components, chargers, or robotics systems is a plus
Responsibilities
- Serve as the primary point of contact for site-based issues involving AMR hardware reported via Zendesk
- Collaborate with on-site teams and customers to gather relevant information for troubleshooting, identifying potential hardware failures or integration issues
- Conduct initial triage, diagnosis, troubleshooting, and resolution of issues to minimize downtime and ensure operational continuity
- Use Jira to triage incoming issues, categorize severity, and prioritize tasks effectively
- Escalate unresolved or complex issues to the appropriate engineering teams via Jira, providing comprehensive context and diagnostics
- Act as a liaison between customers, deployment teams, and engineering to facilitate timely resolution, including working effectively with international teams
- Document all support interactions thoroughly within Zendesk, maintaining accurate records of issue status and resolutions
- Contribute to knowledge base updates, troubleshooting guides, and best practices to improve support efficiency
- Provide feedback to engineering teams on recurring issues or systemic problems to inform product improvements
Benefits
- Annual performance based bonus
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
