Customer Support Engineer

Somerville, MA, United States

**Customer Support Engineer**

at RightHand Robotics Somerville, MA We are looking to bring on a **Customer Support Engineer** to help grow our support organization to drive customer success at all levels. You will be joining the efforts to lay the foundation for an evolving support organization that not only reacts to customer issues but works towards preventing them. * Help build the support organization, its processes and best practices with a focus on predictability and accountability

* Reporting activities from creation to interpretation of reports

* Knowledge Management creation of support documentation as needed to be used by you and others to self-help in resolving incidents

* Drive to resolution cases raised by our customers in the field and ensure that SLAs and KPIs are met by:

* Corroborating details of the incident until it is fully understood

* Capturing details of the incident reported

* Engaging with other teams internally to help you push the case towards resolution

* Keeping our tools and customers updated on a regular basis

* Proactively communicating

* Tech-savvy with recent experience in delivering technical support.

* Curious, with interest (or experience) in software development and/or robotics. You know you can learn new things faster than others and can teach others.

* Successful communicating at different levels (Customers, CxOs, salesperson, engineers) both verbally and in writing and you have used proven methodologies to deal with complex technical scenarios.

* Self managed and team oriented.

* Flexible. We have an awesome product, and our customers expect a high level of service. This is why we ask that you have the flexibility to collaborate and contribute outside of regular work hours (weekends, holidays) and wear different hats from time to time to meet the needs of our global customers.

* Growth oriented. This mindset will help our customers and our company exceed expectations while preventing and predicting issues by continuous learning and deep analysis.

* 1-2 years experience in a customer / technical support organization

* Experience with ticketing systems to track your (and others) work (JIRA ServiceDesk, Zendesk or similar)

* Experience in triaging and troubleshooting technical incidents

* Exceptional customer service and communication skills

* Software and Hardware troubleshooting experience

* Understanding of the software development process and support lifecycle

* Experience with Linux based systems, specifically with command line tools

* A technical background (Computer Science, Mechanical Engineering, Electrical Engineering)

* Written and verbal communication fluency in any of the following languages: Dutch, German, or Japanese

At RightHand Robotics, we have a rapidly growing and highly capable team, building and deploying robotic piece-picking solutions around the globe. Our product has to be reliable enough to run non-stop in the worlds largest warehouses, and e-commerce fulfillment centers. If youre simultaneously excited and a bit terrified about what this could mean for you, good! If working hands-on with robots on a daily basis intrigues you, read on!

Outside of the Deployment & Support team, you will join a diverse team with expertise spanning machine learning, software, mechanical, and electrical engineering, and can expect regular interaction with members across the team.

**You Will:**

**You Are:**

**You Have:**

**Bonus:**

**We offer:**

* Passionate and fun teammates

* Flexible vacation and work schedule

* 401(k)

* Generous premium coverage for medical and dental plans

* Robots, galore!

*RightHand Robotics (RHR) is an Equal Opportunity Employer. We have an ongoing commitment to the creation of a workplace free of discrimination and harassment. RHR recruits, hires, trains, and promotes individuals in all job titles without regard to race, color, sex, religion, ancestry, sexual orientation, gender identity, national origin, age, physical or mental disability, pregnancy, veteran status, marital status, genetic information, height, weight, or any other status protected by federal, state or local law. At RHR, we are committed to a fair and equitable workplace where everyone is a respected and a valued member of the team.pregnancy, veteran status, marital status, genetic information, height, weight, or any other status protected by federal, state or local law. At RHR, we are committed to a fair and equitable workplace where everyone is a respected and a valued member of the team.*

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We are a federal contractor or subcontractor required by law to provide equal employment opportunity to qualified people with disabilities. We are also required to measure our progress toward having at least 7% of our workforce be individuals with disabilities. To do this, we must ask applicants and employees if they have a disability or have ever had a disability. Because a person may become disabled at any time, we ask all of our employees to update their information at least every five years.

Identifying yourself as an individual with a disability is voluntary, and we hope that you will choose to do so. Your answer will be maintained confidentially and not be seen by selecting officials or anyone else involved in making personnel decisions. Completing the form will not negatively impact you in any way, regardless of whether you have self-identified in the past. For more information about this form or the equal employment obligations of feder

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