Customer Support Engineer Deployment and Support Somerville, MA - RightHand Robotics

Description

**Customer Support Engineer**

at RightHand Robotics Somerville, MA We are looking to bring on a **Customer Support Engineer** to help grow our support organization to drive customer success at all levels. You will be joining the efforts to lay the foundation for an evolving support organization that not only reacts to customer issues but works towards preventing them. * Help build the support organization, its processes and best practices with a focus on predictability and accountability

Reporting activities from creation to interpretation of reports

Knowledge Management creation of support documentation as needed to be used by you and others to self-help in resolving incidents

Drive to resolution cases raised by our customers in the field and ensure that SLAs and KPIs are met by:

Corroborating details of the incident until it is fully understood

Capturing details of the incident reported

Engaging with other teams internally to help you push the case towards resolution

Keeping our tools and customers updated on a regular basis

Proactively communicating

Tech-savvy with recent experience in delivering technical support.

Curious, with interest (or experience) in software development and/or robotics. You know you can learn new things faster than others and can teach others.

Successful communicating at different levels (Customers, CxOs, salesperson, engineers) both verbally and in writing and you have used proven methodologies to deal with complex technical scenarios.

Self managed and team oriented.

Flexible. We have an awesome product, and our customers expect a high level of service. This is why we ask that you have the flexibility to collaborate and contribute outside of regular work hours (weekends, holidays) and wear different hats from time to time to meet the needs of our global customers.

Growth oriented. This mindset will help our customers and our company exceed expectations while preventing and predicting issues by continuous learning and deep analysis.

1-2 years experience in a customer / technical support organization

Experience with ticketing systems to track your (and others) work (JIRA ServiceDesk, Zendesk or similar)

Experience in triaging and troubleshooting technical incidents

Exceptional customer service and communication skills

Software and Hardware troubleshooting experience

Understanding of the software development process and support lifecycle

Experience with Linux based systems, specifically with command line tools

A technical background (Computer Science, Mechanical Engineering, Electrical Engineering)

Written and verbal communication fluency in any of the following languages: Dutch, German, or Japanese

At RightHand Robotics, we have a rapidly growing and highly capable team, building and deploying robotic piece-picking solutions around the globe. Our product has to be reliable enough to run non-stop in the worlds largest warehouses, and e-commerce fulfillment centers. If youre simultaneously excited and a bit terrified about what this could mean for you, good If working hands-on with robots on a daily basis intrigues you, read on

Outside of the Deployment & Support team, you will join a diverse team with expertise spanning machine learning, software, mechanical, and electrical engineering, and can expect regular interaction with members across the team.

**You Will:**

**You Are:**

**You Have:**

**Bonus:**

**We offer:**

Passionate and fun teammates

Flexible vacation and work schedule

401(k)

Generous premium coverage for medical and dental plans

Robots, galore

*RightHand Robotics (RHR) is an Equal Opportunity Employer. We have an ongoing commitment to the creation of a workplace free of discrimination and harassment. RHR recruits, hires, trains, and promotes individuals in all job titles without regard to race, color, sex, religion, ancestry, sexual orientation, gender identity, national origin, age, physical or mental disability, pregnancy, veteran status, marital status, genetic information, height, weight, or any other status protected by federal, state or local law. At RHR, we are committed to a fair and equitable workplace where everyone is a respected and a valued member of the team.pregnancy, veteran status, marital status, genetic information, height, weight, or any other status protected by federal, state or local law. At RHR, we are committed to a fair and equitable workplace where everyone is a respected and a valued member of the team.*

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As set forth in RightHand Roboticss Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

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A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

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