[Hiring] Technical Support Engineer @Brain Corp

Role Description

As a member of our Technical Support Team, the bilingual Technical Support Engineer plays a pivotal role in ensuring the seamless operation of robots deployed in real-world applications. This involves leveraging data collected from the robots and accessible through cloud platforms to analyze events impacting customer operations, identify potential errors, and deliver effective solutions across both software and hardware domains. This position also serves as the primary liaison between our Spanish-speaking customers and our engineering teams, advocating for customer needs and using feedback to drive ongoing product enhancements and innovations.

Essential Job Functions

• Translate and interpret between Spanish-speaking customers, field partners, and internal English-speaking teams.
• Provide support for Brain Corp’s fleet of robots with step-by-step technical solutions for common issues.
• Provide ticket and phone-based technical support by guiding partners, OEM experts, or field techs.
• Proactively monitor deployed fleet of robots remotely using internal tools.
• Conduct independent technical troubleshooting on customer-reported issues.
• Understand the needs of OEMs and resolve any issues they encounter.
• Communicate effectively with customers and coordinate activities with third-party service providers.
• Participate in the quality resolution process from customer-reported symptoms to root cause identification.
• Develop and expand expertise in Brain Corp’s robotic systems.
• Assist with Shelf Scan projects as requested.
• Work with internal teams to improve tools and processes.
• Log tickets and track the progress of cases in a ticketing system.

Qualifications

• Bachelor’s Degree in Computer Science or STEM-related field, or equivalent experience.
• 3-5 years of experience in a technical role or customer service involving direct interaction with customers.

Requirements

• Technical Spanish fluency: Fluent in written and spoken Spanish and English.
• Familiarity with Linux.
• Experience creating data dashboards using tools like Tableau, Grafana, PowerBI.
• Experience using Confluence and a ticketing system such as Jira, ServiceNow, or Salesforce Service Cloud.
• Experience with SQL, Big Query, data dashboards, and ticketing systems.
• Ability to understand complex software infrastructure and architecture.
• Strong analytical skills and a logical mindset.
• Strong technical troubleshooting skills in resolving software and hardware issues.
• Excellent communication skills to articulate technical issues clearly.
• Ability to collaborate effectively within small teams.

Benefits

• A discretionary annual target bonus.
• Stock options.
• 401(k) plan with match (no waiting period and immediate vesting).
• Comprehensive suite of insurance benefits for employees and their families.
• Access to Flexible Spending Accounts (Medical and Dependent Care).
• Accrued paid time off, Paid Sick Leave, and time off for volunteering.
• 10 paid company holidays and a winter company shutdown.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Essential functions may require maintaining the physical condition necessary for sitting, walking or standing for periods of time; operating a computer and keyboard; use of hands to finger and grasp; talk and hear at normal room levels; visual acuity to determine the accuracy, neatness, and thoroughness of the work assigned.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level in the work environment is usually quiet to moderate.

Salary Range

The anticipated hourly rate for this remote position is $36.00 to $43.00 per hour across the United States. The final rate offered will depend on several factors.