Tech Support Engineer IV (Remote)

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 States, 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 to discuss current issues, implement changes, and address complaints; ensure effective communication and collaboration; document outcomes, track action items, and follow up
• Provide issue resolution and continuous improvement: take ownership of the resolution process for any issues reported by end users, SPs, or OEMs