Associate Customer Success Engineer
About The Position
At Ouster, we build sensors and tools for engineers, roboticists, and researchers, so they can make the world safer and more efficient. We've transformed LIDAR from an analog device with thousands of components to an elegant digital device powered by one chip-scale laser array and one CMOS sensor. The result is a full range of high-resolution LIDAR sensors that deliver superior imaging at a dramatically lower price. Our advanced sensor hardware and vision algorithms are used in autonomous cars, drones and many other applications. If you're motivated by solving big problems, we're hiring key roles across the company and need your help! Ouster is hiring an Associate Customer Success Engineer to help our robotics customers get the most out of our lidar sensors. This is a great entry point into technical customer support: you'll help customers get up and running, learn to troubleshoot hardware, firmware, networking, and software issues under the guidance of senior team members, track trending issues, and process returns. You'll build deep technical fluency with our products while developing the skills to grow into a more senior Customer Success Engineer role. All work is performed in compliance with policy guidelines and within timeframes defined in the team's SLAs and/or project requirements.
Requirements
- Working knowledge of Linux environments (Ubuntu preferred), including basic command-line use and navigating a system; willingness to build deeper system administration skills on the job.
- Understanding of core networking principles (TCP/IP, UDP, DNS, DHCP) and interest in learning tools like tcpdump, Wireshark, ping, and netstat; exposure to VLANs or PTP (IEEE 1588) is a plus, not required.
- An analytical, resourceful mindset with eagerness to learn how to troubleshoot technical problems and ask good questions.
- Clear written and verbal communication skills, with the ability to explain technical issues to customers and teammates.
- A patient, positive demeanor and genuine interest in helping customers succeed, even in stressful situations.
- A strong sense of ownership for your assigned tickets, following up consistently and asking for help when needed.
- Good time-management skills and the ability to prioritize a dynamic workload while collaborating within a fast-paced team.
Nice To Haves
- Some experience with Python (coursework, personal projects, or professional) for basic scripting or log review is a plus.
- Any exposure to ROS/ROS2 or tools like RViz is a plus, but not expected.
Responsibilities
- Support post-sale technical onboarding, helping customers with sensor integration, network configuration, and software (SDK/API) setup, with guidance from senior engineers on more complex setups.
- Help validate customer system architecture and sensor configurations against standard reference setups.
- Field and triage inbound technical support requests, distinguishing between common hardware, firmware, networking, and software issues, escalating novel or complex cases to senior engineers.
- Review sensor diagnostic logs and basic network captures (e.g., Wireshark) to help identify the likely source of an issue.
- Use command-line interfaces (CLI) and diagnostic software to work through known troubleshooting paths for sensor connectivity and data streaming (TCP/UDP) issues on Linux and Windows.
- Help replicate customer environments and issues in the lab under the direction of senior team members.
- Assist in escalating unresolved issues by authoring clear bug reports in a ticketing system (e.g., Jira), including logs, reproducible steps, and initial observations.
- Research documented solutions using technical documentation, schematics, and internal knowledge bases, asking for help when you hit the edge of what's documented.
- Help customers apply documented best practices for sensor parameters (e.g., resolution, rotation rate) and basic network settings.
- Contribute to and help maintain application notes, troubleshooting guides, and knowledge base articles as you learn the product.
- Support customers via email and, as you build confidence, live video and phone troubleshooting calls.
- May participate in an on-call rotation for lower-severity support coverage as skills develop; senior engineers remain the primary escalation point for mission-critical, after-hours issues.
Benefits
- 15 vacation days/10 paid holidays annually
- Paid parental leave
- Pre-tax commuter or health care/dependent care accounts
- 401K match up to 4%
- Medical, vision and dental plans with premiums covered at 100% for the employee and 75% for dependents (Cigna or Kaiser)
- Life insurance
- Short term disability and long term disability
- Equity
- Snacks, fresh fruit and drinks
- Complimentary dinner catered nightly
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
