Technical Support Engineer IV

Brain Corp•San Diego, CA

1d•$44 - $57

About The Position

As a member of our Technical Support Team, the Technical Support Engineer IV (TSE IV) plays a critical role in ensuring the optimal performance and reliability of robots deployed in diverse, real-world environments. This role demands expertise in both software and hardware systems and involves proactive monitoring and sophisticated data analysis using cloud-based platforms. The TSE IV is responsible for identifying and resolving complex technical issues, spearheading advanced troubleshooting initiatives and implementing strategic solutions that enhance customer operations.This position also serves as the primary liaison between our customers and our engineering teams, advocating for customer needs and influencing the direction of product development. The TSE IV is expected to mentor junior engineers, lead critical projects and contribute to the strategic planning and execution of the Tech Support team’s goals.

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

Responsibilities

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