Technical Support Engineer
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Job Description
Technical Support Engineer
As a Technical Support Engineer, you'll be the face of Carbon Robotics as we deliver a high-quality, low friction, superior customer experience. As the first point of contact, you'll quickly triage the issue and assist the customer - relying on our knowledge base, your troubleshooting skills, and your teammates. Note, this is a 7x24 team, off-hours and/or one weekend shift will be required.
Job Duties and Responsibilities Include
- Serve as the first point of contact for inbound customer communications
- Troubleshoot and resolve issues with Carbon Robotics products and systems
- Gather appropriate diagnostic information
- Meet established response expectations and ensure an exceptional customer experience
- Provide assistance to Carbon Robotics Field Support Engineers and Customer Success personnel in the field
- Contribute to internal and external documentation such as knowledge articles, process documentation, runbooks, and FAQs
- Occasional travel may be required
Ideal Knowledge, Skills, and Abilities:
- 2+ years in remote/telephone customer-facing service and technical support
- Creating tickets and managing customer communication and expectations
- Ability to follow complex instructions both written and oral
- Ability to read electrical circuit schematics
- Solid relationship management, customer service and communication skills
- Hands-on technical troubleshooting in Linux environment
Automate your job search with Sonara.
Submit 10x as many applications with less effort than one manual application.