Tech Support Engineer IV (Remote)
Brain Corpabout 2 hours ago
Remote, United StatesMid Level / Senior
Responsibilities
- Support hardware and software aspects of Brain Corp’s fleet of robots.
- Proactively monitor deployed fleet of robots to identify and solve issues.
- Conduct independent technical troubleshooting on customer-reported issues.
- Develop expertise in Brain Corp’s robotic systems for effective troubleshooting.
- Act as a Subject Matter Expert for customers and OEMs.
- Lead customer meetings and discussions.
- Collaborate with Account Management to resolve user concerns.
- Identify opportunities to enhance customer satisfaction and retention.
- Coordinate meetings with service providers and OEMs.
- Take ownership of the resolution process for reported issues.
- Lead the quality resolution process from symptom identification to root cause.
- Provide training and support to OEMs and customers as needed.
- Serve as an escalation point between Tech Support and other teams.
- Assist with the creation and monitoring of team metrics.
- Mentor junior staff and support team members.
Requirements
- Bachelor’s degree in computer science or a STEM-related field.
- 6+ years of experience in a technical field or customer service role.
- Experience leading projects that positively impact the company and customers.
- Excellent written and verbal communication skills.
- Knowledge of basic Linux commands.
- Expertise in creating data dashboards using tools like Tableau or PowerBI.
- Experience with SQL and Big Query.
- Proven experience in a customer-facing role, preferably in a senior position.
- Strong interpersonal and conflict resolution skills.
- Proficient with issue tracking and resolution processes.
- Excellent organizational skills and attention to detail.
- Proactive and solution-oriented mindset.
- Ability to understand complex software infrastructure.
- Strong analytical and technical troubleshooting skills.
Benefits
- Discretionary annual target bonus.
- Stock options.
- Generous 401(k) match with no waiting period and immediate vesting.
- Comprehensive health insurance benefits for employees and families.
- Access to Flexible Spending Accounts for medical and dependent care.
- Generous vacation plan and paid sick leave.
- Time off for community volunteering and 10 paid company holidays.
- Winter company shutdown.