Technical Support Engineer

Technical Support Engineer

Locations: Waltham Office (POST)
Posted On: Posted 14 Days Ago
Job Requisition ID: R1430

Technical Support Engineers at Boston Dynamics play a crucial role in resolving technical customer issues promptly. They act as the voice of Boston Dynamics’ technical expertise in communication and represent the company’s knowledge and customer-first approach. Additionally, they serve as the internal Voice of the Customer by identifying and escalating customer needs, issues, and feature requests. If you’re exploring boston dynamics careers or looking for jobs at boston dynamics, this position is key to supporting our innovative technology and ensuring customer success.

Duties and Responsibilities:

Knowledge & Application: Technical Expert

• Provides technical support to customers and internal stakeholders for a sophisticated, product-agnostic ecosystem.
• Helps establish, document, and assist in principled technical support processes: diagnosing, troubleshooting, reproducing, fixing, and debugging complex electro/mechanical equipment—robots, payloads, and servers, computer interfaces, inputs and outputs of complex software, or networked and/or wireless communication systems.
• May be involved in customer installation and training.
• Responsible for maintaining up-to-date knowledge of all base robot behaviors, functions, and changes in supported software and hardware.
• Develops and shares deep expertise in the work of a specialized software feature development team.
• Exercises expert-level knowledge in using internal tools and robot log data during the diagnostic process.

Contributions to Product and Customer Success

• Responds to customers in a voice and tone that reflects Boston Dynamics.
• Manages queues to reduce long-running issues and drives key performance indicators (KPI) to resolve these issues efficiently.
• Responds to troubleshooting emails and chats promptly and responsibly.
• Documents software incidents, bugs, and stories for Development and Quality teams.
• Suggests new features based on customer feedback.
• Assists in proactive support and outreach for technical bulletins.
• Contributes to continuous process improvement for tracking and measuring Customer Success towards key business objectives.

Qualifications:

• Bachelor’s degree or higher in Engineering/Computer Science-related fields.
• Excellent computer and interpersonal skills.
• Proficiency in Linux-based operating systems.
• Proficiency in a high-level programming language such as Python/C++.

Job Profile:

• 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: Works well with others and supports different functions across teams.

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

Boston Dynamics will never ask you to divulge your personal financial or account information as part of its recruiting process.

If you’re excited about this Boston Dynamics job and feel you’re a good fit, we encourage you to apply and explore opportunities within boston dynamics careers.