GrayMatter Robotics is hiring a
Remote Support Engineer

Summary

Join GrayMatter Robotics as a Remote Support Engineer to provide ongoing support for our products and customers based on the east coast, occasionally visiting headquarters in Gardena, CA and customer sites within Southern California. As a key member of our Customer Success team, you will investigate, triage, and troubleshoot complex issues affecting our customers, collect customer requirements & feedback, work with internal engineering teams to improve the product, and identify new opportunities within the customer account.

Requirements

• BS or Technical Degree in IT, Engineering (or related discipline) or equivalent work experience
• 1-3 years experience demonstrating hands-on Software/Hardware skills and providing technical support to customers
• Ability to communicate technical/complex information both verbally and in writing
• Perform multiple tasks concurrently and respond to emergency situations effectively
• Willingness to work early morning shift of remote support
• Must secure work authorization in the United States and maintain ongoing work authorization beginning at the time of hire through the entirety of employment

Responsibilities

• Own the morning shift from 5am - 1pm ET (eastern time), Monday - Friday
• Respond to customer emails and calls on the use of the system
• Work with the product and engineering teams to improve both the customer experience as well as the Field Application Engineer experience
• Monitor the live robots at customer sites and resolve technical issues
• Log descriptions of all tickets and document troubleshooting procedures
• Collaborate cross functionally with Robotics Software, Hardware, and other teams on product deployments
• Triage, and resolve complex technical issues related to customer deployments
• Provide superior customer service to all customers
• Deliver feedback to the engineering team and work with them to improve the efficiency of products

Preferred Qualifications

• Familiar with industrial facilities and equipment
• Demonstrated proficiency working with Linux environments and remote support tools
• Basic experience with ROS, Python, and/or C++ coding
• Spanish-speaking fluency
• Certification(s) in CompTIA A+, Network+, CISA, CISSP or similar

Benefits

• Unlimited PTO
• 401(k) plan + employer match