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TITLE

 

Technical Support Engineer - Robotic Systems

COMPANY

 

6 River Systems

LOCATION

 

Waltham, MA, US

Description

We are searching for a technical support engineer who possesses a blend of technical and customer-facing skills to successfully analyze, root cause, contain, and resolve complex technical issues. You will work with a small, highly motivated team and contribute to the company’s culture, engage in high-energy exchanges on product roadmap, and keep our automation solutions up and running, ensuring our customers have the best experience possible. This is a unique opportunity; you will have an immediate impact on the development of our company. We guarantee you will be bragging about your job to friends and family on weekends.

 

Key Activities:

 

• Provide technical support to ensure all deployed robotic equipment and infrastructure are meeting the uptime targets

• Spearhead high severity escalations to meet service level agreement (SLA) targets

• Own multiple process improvement initiatives, including acting as a single point of contact for projects

• Provide input and technical support to engineering projects and initiatives, including prioritization of workloads to ensure product delivery

• Build relationships with remote facilities to meet customer satisfaction metrics

• Generate metrics to provide details of department’s performance

• Work with relational databases and SQL querying tools, VPN, firewalls, routers, ROS, JavaScript, and cloud based technologies

 

Requirements:

 

Analytical, technical and problem solving skills that can be applied to real world solutions

Strong Linux skills. Experience with SQL, scripting language (e.g. Python, Bash, Perl). ROS, Javascript, and cloud based technologies are a plus

General understanding of network topologies such as VPNs, firewalls, and routers

Excellent written and verbal communication skills. Excellent interpersonal and customer service skills

Experience with troubleshooting and identifying the root cause of issues within defined SLAs

Ability to work in a fast paced, rapidly changing environment. Experience in a warehouse automation is a plus

2-5 years of recent relevant experience

BS degree in Engineering or Computer Science; MS degree is desirable

*Local candidates only

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