Principal Product Support Engineer ensuring technical support between federal customer teams and HPE engineering. Managing escalations and resolving issues across diverse infrastructure environments.
About the role
- Technical Support Engineer providing customer support for AI robotics systems. Collaborating with teams to solve technical issues in a hybrid work environment.
Responsibilities
- Provide first-line technical support to customers for our AI robotics systems.
- Serve as the primary point of contact for customers, delivering technical support with a focus on clear communication, active listening, and empathetic problem-solving to ensure a positive customer experience.
- Diagnose and troubleshoot hardware and software issues using SSH, Python, Docker and other tools in our stack.
- Collaborate with internal and external hardware and software teams to solve complex technical problems.
- Escalate unresolved issues and ensure timely resolution by engaging the right specialists.
- Act as an on-call support contact during assigned shifts to address urgent customer issues.
- Share your learnings, improve our knowledge base and tooling to foster a collaborative and learning-focused environment.
- Maintain accurate documentation of incidents, solutions, and customer interactions.
- Identify recurring problems and contribute to product and process improvement initiatives.
- Develop and lead the development of platform improvements including ticketing system, customer-facing dashboards and debug tooling.
Requirements
- Bachelor’s degree (Master’s preferred) in a technical field such as Computer Science, Engineering, Robotics, or a related discipline.
- Minimum of 2-3 years of work experience in robotics and customer-facing roles.
- Experience with remote support tools and techniques, including SSH and Docker.
- Willingness to travel: ≈ 25-50%
Benefits
- Flexible working hours
- Option to work from home when needed
- A motivated team and an open corporate culture
- Competitive compensation and excellent career development opportunities
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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