Senior Technical Support Engineer

As a Technical Support Engineer supporting our Spot robot, you will work on our team to assist our customers with a variety of challenges, including autonomous behaviors, hardware and software issues, networking, and more. Every day, you will take ownership for resolving technical customer issues in a reasonable time, act as the representative of Boston Dynamics technical expertise in voice, tone, and knowledge, and serve as an internal voice of the customer in identifying and escalating customer needs for issues and feature requests. To thrive in this role, you must have strong communication skills and be driven to provide excellent customer service support solutions while growing your software and robotics skills.

Duties and Responsibilities

Knowledge & Application: Technical Expert

• Provides technical support to customers and internal customers for a highly technical and sophisticated product ecosystem.

• Helps establish, document, and assist in principled technical support processes: diagnosing, troubleshooting, reproducing, fixing and debugging complex electro/mechanical equipment - robots, computer interfaces, complex software, and networked and/or wireless communication systems.

• May be involved in customer installation and training, especially networking setups and API support for Python and C++ SDKs.

• Responsible for maintaining knowledge of all base robot behaviors, functions, and changes in supported software and hardware.

• Exercises expert-level knowledge in use of internal tools and robot log data in the diagnostic process.

• Consults on select customer API developments

Contributions to Spot Product and Customer Success

• Responds to customers in a voice and tone representative of Boston Dynamics

• Respond to Troubleshooting emails and chats in a timely and responsible manner

• Document software incidents, bugs, and stories for Development and Quality teams

• Suggest new features based on customer feedback

• Assist in proactive support and outreach for technical bulletins

• Contributes to continuous process improvement for tracking and measuring Customer Success towards key Business Objectives

Qualifications

The ideal candidate has:

• Bachelor degree or higher in Engineering/Computer Science related subject

• Excellent computer and interpersonal skills

• 3+ years in a customer facing technical role

• Proficiency in a high level programming language, preferably Python/C++

Job profile

This role is for you if you are:

• A take-charge problem solver: Confident in demonstrating expertise and directing interactions with customers

• A positive individual who takes pride in providing a high standard of service and support to customers

• A knowledge seeker: A self-starter and quick learner who grasps concepts and processes quickly and intuitively

• A team player: Work with others and support different functions across teams

We are interested in every qualified candidate who is eligible to work in the United States. However, we are not able to sponsor visas for this position.

The base pay range for this position is between $88,603 to $121,830 annually. Base pay will depend on multiple individualized factors including, but not limited to internal equity, job related knowledge, skills and experience. This range represents a good faith estimate of compensation at the time of posting. Boston Dynamics offers a generous Benefits package including medical, dental vision, 401(k), paid time off and a annual bonus structure. Additional details regarding these benefit plans will be provided if an employee receives an offer for employment. We are growing rapidly, building a commercial company that delivers cutting edge technology and solutions to our customers from industrial applications to logistics and warehouse solutions.