Support Engineer

Summary

Join GrayMatter Robotics, a Los Angeles-based AI robotics startup, as a Remote Support Engineer. You will be part of the Adoption team, providing ongoing support to west coast customers using our smart robots for automated surface finishing. This role involves investigating and troubleshooting complex issues, collecting customer feedback, collaborating with internal teams, and identifying new opportunities. The position requires a graveyard shift (5 pm - 2 am PT, Sunday - Friday) with flexible hours to align with customer production schedules. You will monitor live robots, resolve technical issues, document procedures, and provide superior customer service. Occasional visits to the Carson, CA headquarters may be required.

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
• Proven track record of providing complex technical support to customers beyond basic access management or credential adjustments
• Demonstrated proficiency in identifying root causes and effectively solving performance-related problems when a system fails
• Professional working proficiency in Spanish and English
• Demonstrated proficiency working with Linux environments and remote support tools
• Ability to communicate technical/complex information both verbally and in writing
• Perform multiple tasks concurrently and respond to emergency situations effectively
• Willingness to work the graveyard shift of remote support

Responsibilities

• Own the evening shift from 5pm - 2am PT, Sunday - Friday and maintain flexible working hours that match the manufacturing production hours of customers
• 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
• Investigating, triaging, and troubleshooting complex issues affecting our customers
• Collecting customer requirements & feedback
• Working with internal engineering teams to improve the product
• Identifying new opportunities within the customer account

Preferred Qualifications

• Familiar with industrial facilities and equipment
• Experience troubleshooting cyber-physical or hardware systems remotely
• Basic experience with ROS, Python, and/or C++ coding
• Certification(s) in CompTIA A+, Network+, CISA, CISSP or similar