Senior Technical Support Engineer

Boston Dynamics•Waltham, MA

1d•$60,728 - $75,910

About The Position

Technical Support Engineers take ownership for resolving technical customer issues in a reasonable time, act as the representative of Boston Dynamics technical expertise in voice, tone, and knowledge, and serve as an internal Voice of the Customer in identifying and escalating customer needs for issues and feature requests.

Requirements

Bachelor degree or higher in Engineering/Computer Science related subject
Excellent computer and interpersonal skills
Proficiency in Linux-based operating systems
Proficiency in a high level programming language such as Python/C++
A take-charge problem solver: Confident in demonstrating expertise and directing interactions with customers
A positive individual who takes pride in providing a high standard of service and support to customers
A knowledge seeker: A self-starter and quick learner who grasps concepts and processes quickly and intuitively
A team player: Work with others and support different functions across teams

Responsibilities

Provides technical support to customers and internal customers for a highly technical and product-agnostic ecosystem.
Helps establish, document, and assist in principled technical support processes: diagnosing, troubleshooting, reproducing, fixing and debugging complex electro/mechanical equipment – robots, payloads, and servers, computer interfaces, inputs and outputs of complex software, or networked and/or wireless communication systems.
May be involved in customer installation and training.
Responsible for maintaining knowledge of all base robot behaviors, functions, and changes in supported software and hardware.
Responsible for building and sharing a deep expertise in the work of a specialized software feature development team.
Exercises expert-level knowledge in use of internal tools and robot log data in the diagnostic process.
Responds to customers in a voice and tone representative of Boston Dynamics.
Queue Management to reduce long running issues and drive KPI to manage the issues.
Respond to Troubleshooting emails and chats in a timely and responsible manner.
Document software incidents, bugs, and stories for Development and Quality teams.
Suggest new features based on customer feedback.
Assist in proactive support and outreach for technical bulletins.
Contributes to continuous process improvement for tracking and measuring Customer Success towards key Business Objectives.