Provide tier-3 technical support for robotic systems, including hardware, software, and firmware components.
Diagnose and resolve technical issues reported by customers, collaborating with the technical team to escalate and address complex problems.
Document and report recurring issues to the Technical team to support continuous improvement and product development.
Facilitate knowledge transfer sessions, training, and technical briefings to empower the Customer Success team in providing top-tier support to customers.
Participate in testing and validation of new robotic systems and updates, providing critical feedback to ensure customer needs and experiences are addressed.
Maintain detailed records of technical issues, resolutions, and feedback from customers and the Customer Success team.
Develop and update technical documentation, user manuals, and support guides to assist the Customer Success team and customers in effectively utilizing robotic systems.
Requirements:
Bachelor's degree in Robotics, Electrical Engineering, Mechanical Engineering, Computer Science, or a related field.
2+ years of experience in technical support
Excellent problem-solving skills with the ability to diagnose and resolve complex technical issues.
Strong communication and interpersonal skills, with the ability to effectively bridge gaps between technical and non-technical teams.
This position may require occasional travel to customer sites.
Good English communication skills (verbal and written).
