Remote Support Engineer at GrayMatter Robotics

GrayMatter Robotics, headquartered in Los Angeles, is seeking a Remote Support Engineer to join their Adoption team. The engineer will provide ongoing support for the company's products and customers, primarily based on the west coast, with occasional visits to the headquarters in Carson, CA.

The role involves investigating and resolving complex technical issues, collecting customer feedback, and collaborating with internal engineering teams to improve the product. The engineer will also monitor live robots at customer sites, document troubleshooting procedures, and provide superior customer service.

Role Responsibilities:

• Own the evening shift from 5pm - 2am PT, Sunday - Friday
• Respond to customer emails and calls on the use of the system
• Work with the product and engineering teams to improve customer and Field Application Engineer experience
• Monitor live robots at customer sites and resolve technical issues
• Log descriptions of all tickets and document troubleshooting procedures
• Collaborate cross functionally with Robotics Software, Hardware, and other teams on product deployments
• Triage, and resolve complex technical issues related to customer deployments
• Provide superior customer service to all customers
• Deliver feedback to the engineering team and work with them to improve the efficiency of products

Requirements:

• BS or Technical Degree in IT, Engineering (or related discipline) or equivalent work experience
• 1-3 years experience demonstrating hands-on Software/Hardware skills
• Proven track record of providing complex technical support to customers
• Demonstrated proficiency in identifying root causes and effectively solving performance-related problems
• Professional working proficiency in Spanish and English
• Demonstrated proficiency working with Linux environments and remote support tools
• Ability to communicate technical/complex information both verbally and in writing
• Perform multiple tasks concurrently and respond to emergency situations effectively
• Willingness to work the graveyard shift of remote support

GrayMatter Robotics offers:

• Equal employment opportunities
• An inclusive environment
• Reasonable accommodations for candidates with disabilities