Technical Support Engineer

Job description

Are you a self-driven problem solver passionate about advancing robotics technology? Join our team at OSARO as a **Technical Support Engineer** and help us develop cutting-edge AI-based autonomous industrial robotic solutions. If you thrive on dynamic challenges, have a knack for troubleshooting, and enjoy collaborating across teams, this role is your opportunity to make a meaningful impact. ### **About the Role** As a **Technical Support Engineer**, you'll be the linchpin in ensuring our systems run smoothly and efficiently. You’ll combine technical expertise with customer-facing skills to support and innovate within the core of our industrial automation operations. This highly visible position involves collaborating with cross-functional teams—Machine Learning, Hardware, and Infrastructure—to enhance the OSARO robotic solutions. ### What You'll Do - Handle incoming support requests via Zendesk tickets and phone calls, ensuring high-quality solutions and customer satisfaction. - Monitor system performance and operational metrics to identify and address issues before they impact customers. Generate internal and customer facing dashboards. - Utilize Python scripts and SQL queries to troubleshoot and resolve complex issues within our robotics and AI systems. - Document technical problems and resolutions clearly for future reference and report recurring issues to the development team for systemic fixes. - Work closely with engineering and product teams to understand system behaviors and improve support protocols. - Create and maintain customer facing knowledge base articles for commonly encountered issues. ### What you'll bring - A Bachelor’s degree or equivalent experience. - 3+ years of technical support or software development experience. - Strong problem-solving and analytical skills. - Strong written and verbal communication skills - Excellent interpersonal skills for engaging with customers and internal stakeholders. - Basic knowledge of Python scripting - running from the command line, using arguments etc. - Basic familiarity with Unix systems. - Basic understanding of software, system, and application logs, as well as the tools and platforms used for their management and analysis. - Basic understanding of JSON and Rest APIs. ### Bonus if You Have - Experience with industrial robotics applications. - Proficiency in Python scripting. - Proficiency in SQL, Grafana or other data visualization tools. - Background in logistics or fulfillment environments. - Knowledge of hardware troubleshooting, networking, and IT product management. - Experience with Rust.