Job Title: Support Engineer III

Job Location: Boston MA 02210

Job Duration: 5 Months (Contract to hire)

Pay Rate: $35.12/hr to $36.12/hr

Job Description:

Job Responsibilities:

• This position is responsible for supporting Clients's Robotic operations teams as customers.
• Day-to-day work in supporting these customers includes change management tasks and troubleshooting of Client Robotic systems, robots and work cells.
• Responsibilities include the timely execution and approval of change management tasks, resolution of technical support tickets opened on a support portal as well as resolution of issues opened via a Chat channel.

Business Group:

• Support Customers of Client Robotics Network
• Troubleshoot operationally impactful issues

Daily Schedule:

• Job Timing- Mon to Fri: 8 A.M. to 4 P.M. EST
• Supporting customer issues in the chat support program
• Change management work, approvals and executions of MCM’s
• Some ticket work – low severity

Candidate Requirements:

• Years of Experience: Willing to take someone fresh out of college (2+ years ideal)
• Intermediate working knowledge of Linux/UNIX systems at a user level Knowledge of cloud services, networks, and SQL/relational databases is a plus.
• Need a detail-oriented individual with very strong oral and written communication skills who is not afraid to multi-task, who has experience with remote software/hardware troubleshooting, and a strong passion for working with Robotics.
• Must be a self-starter who enjoys problem-solving and working with customers.
• Should have a knack for working independently with minimal supervision and be proactive in identifying and correcting product documentation

Degree or Certification:

• Needs Bachelor’s Degree in Computer Science or related

KPI:

• Evaluate on volume relative to chat support program, median time to resolution, quality of engagement

Leadership Principle:

• Customer Obsession
• Learn and Be Curious

Top 3 must-have hard skills:

• Problem-Solving
• Customer Support/Facing Skills
• Familiarity with Complex Systems (Unix would be 4th)