Brain Corp

Brain Corp

Tech Support Engineer IV (Remote)

Remote, United States · Senior

Sponsorship not specified$50k-$75kDetected 13 hours ago
SQLLinuxGrafanaData AnalysisData VisualizationJiraConfluenceAccount ManagementInventory ManagementCustomer SupportRoboticsLeadershipCommunicationCollaborationOrganizational Skills

About the role

  • 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.

Responsibilities

  • 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
  • Work cross-functionally with internal teams to identify root causes and implement corrective actions
  • Lead the quality resolution process, initiating from customer-reported symptoms, progressing through troubleshooting cycles to identify root causes effectively
  • Serve as an escalation point between Tech Support and Fleet Ops and Engineering teams
  • Provide training and support to junior staff and mentor team members
  • 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.
  • 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.
  • Our purpose is to create autonomous technology that helps the real world work better.

Requirements

  • Bachelor's degree in computer science or STEM related field
  • Required Knowledge, Skills, Abilities and Other Characteristics:

Skills

  • Knowledge of basic Linux commands
  • 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
  • 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

Compensation

  • 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

Benefits

  • A discretionary annual target bonus
  • Generous 401(k) match with no waiting period and immediate vesting
  • 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
  • Brain Corp is funded by the SoftBank Vision Fund, Clearbridge, and Qualcomm Ventures.

Company info

  • 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.
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This listing is sourced directly from Brain Corp's careers page and normalized into a canonical job model.