Tech Support Engineer IV (Remote)

Brain Corp is a San Diego, California, USA-based AI company creating transformative core technology for the robotics industry. Our purpose is to create autonomous technology that helps the real world work better. Brain's robotic and AI solutions help retailers ensure that the right product is on the right shelf at the right price, in a clean environment. Through the BrainOS® Robotics Platform, which powers the largest global fleet of the Autonomous Mobile Robots (AMRs) in operation in commercial public spaces, Brain Corp delivers insightful and efficient automated solutions in both commercial floor cleaning and inventory management, empowering organizations and their employees to achieve more. Brain Corp currently powers more than 30,000 AMRs, representing the largest fleet of its kind in the world. Brain Corp is funded by the SoftBank Vision Fund, Clearbridge, and Qualcomm Ventures.

Position Overview:

As a member of our Technical Support Team, the Technical Support Engineer IV (TSE IV) plays a critical role in ensuring the optimal performance and reliability of robots deployed in diverse, real-world environments.  This role demands expertise in both software and hardware systems and involves proactive monitoring and sophisticated data analysis using cloud-based platforms. This position is remote within the United Staes, with travel to customer sites and Brain Corp offices as needed. 

The TSE IV is responsible for identifying and resolving complex technical issues, spearheading advanced troubleshooting initiatives and implementing strategic solutions that enhance customer operations. This position also serves as the primary liaison between our customers and our engineering teams, advocating for customer needs and influencing the direction of product development. The TSE IV is expected to mentor junior engineers, lead critical projects and contribute to the strategic planning and execution of the Tech Support team’s goals.

Essential Job Functions: 

• Responsible for supporting the hardware and software aspects of Brain Corp’s fleet of robots
• Proactively monitor deployed fleet of robots remotely using internal tools to identify and solve issues effectively
• Conduct independent technical troubleshooting on customer-reported issues and implement effective resolutions
• Develop and expand comprehensive expertise in Brain Corp’s robotic systems, encompassing hardware, software, navigation kits, sub-system and cloud infrastructure. Utilize this knowledge to effectively troubleshoot and resolve issues as they arise
• Act as a Subject Matter Expert (SME) for both direct customers and Original Equipment Manufacturers (OEMs), adept at understanding their needs and resolving any issues they encounter in a timely and efficient manner
• Lead customer meetings and discussions
• Act as the primary liaison between our company and our end users
• Lead internal or external customer related initiatives addressing issues as they arise
• Collaborate closely with the Account Management team to address and resolve any issues or concerns raised by end users
• Proactively identify opportunities to enhance customer satisfaction and retention
• Coordinate meetings with service providers and OEMs:
  • Organize and lead regular meetings with service providers (SPs) and OEMs to discuss current issues, implement changes, and address any complaints
  • Ensure effective communication and collaboration between all parties to maintain strong working relationships and resolve issues promptly
  • Document meeting outcomes, track action items, and follow up to ensure timely resolution of all concerns
• Provide issue resolution and continuous improvement:
  • Take ownership of the resolution process for any issues reported by end users, SPs, or OEMs
  • Work cross-functionally with internal teams to identify root causes and implement corrective actions
  • Continuously seek ways to improve processes and enhance the overall customer experience
• Lead the quality resolution process, initiating from customer-reported symptoms, progressing through troubleshooting cycles to identify root causes effectively
• Provide training & enablement to OEM/customer when needed; providing on-site support within geographic region as needed
• Serve as an escalation point between Tech Support and Fleet Ops and Engineering teams
• Assist with the creation and monitoring of team metrics 
• Provide training and support to junior staff and mentor team members
• Travel up to 20% to Brain Corp offices, OEM partner locations, and customer sites as needed.

Education and/or Work Experience Requirements: 

• Bachelor’s degree in computer science or STEM related field 
• 6+ years of experience working with customers in a technical field or customer service role 
• Experience in leading projects that positively impact both the company and customers,   showcasing effective leadership and the ability to deliver favorable outcomes to all stakeholders

Required Knowledge, Skills, Abilities and Other Characteristics:

• Excellent communication skills, both written and verbal, in order to effectively articulate and communicate complicated technical issues to customers, peers and engineering teams 
• Knowledge of basic Linux commands
• Expert in creating data dashboards using tools as Tableau, Grafana, PowerBI, etc, integrating data from various data sources such as SQL and Big Query
• Expert using Confluence and a Ticketing system such as Jira or Service Cloud 
• Experience with SQL, Big Query, data dashboards (Tableau, Grafana, or PowerBI
• Proven experience in a customer-facing role, preferably in a more senior role within the service or technology industry
• Strong interpersonal and communication skills, with the ability to effectively manage and resolve conflicts
• Proficient with issue tracking and resolution processes
• Excellent organizational skills and attention to detail
• A proactive and solution-oriented mindset
• Possess the ability to understand complex software infrastructure and architecture 
• Exhibit strong analytical skills and  the capacity to approach complex issues with a logical and methodical mindset
• Demonstrate strong technical troubleshooting skills in resolving software and hardware issues
• Collaborate effectively within small, cohesive teams to achieve common goals

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Essential functions may require maintaining the physical condition necessary for sitting, walking or standing for periods of time; operating a computer and keyboard; use of hands to finger and grasp; talk and hear at normal room levels; visual acuity to determine the accuracy, neatness, and thoroughness of the work assigned or to make general observations of facilities or structures; push or pull up to  50-75 pounds.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level in the work environment is usually quiet to moderate. Employees are exposed to the typical office environment with computers, printers and telephones.

The anticipated hourly rate is $44.19/hr - 57.19. The final salary offered to a successful candidate will be dependent on several factors that may include but are not limited to the type and length of experience within the job, type and length of experience within the industry, education, etc. Brain Corp is a multi-state employer and this salary range may not reflect positions that work in other states.

In addition to base pay, our competitive total rewards package consists of:

• A discretionary annual target bonus
• Stock options
• Generous 401(k) match with no waiting period and immediate vesting 
• Comprehensive suite of  health insurance benefits for employees (and their families) including a variety of medical plan options (including an HSA with employer contribution), dental, vision, life and disability insurance, Employee Assistance Program (EAP)
• Access to Flexible Spending Accounts (Medical and Dependent Care)
• Generous vacation plan, Paid Sick Leave, time off for volunteering in the community, 10 paid company holidays and a winter company shutdown