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Technical Support Engineer

Brain Corp is a San Diego-based AI company that specializes in the development of self-driving technology. Our AI tech represents the next generation of artificial brains for robots - it enables machines to perceive, learn, and navigate complex environments, while avoiding people and obstacles. We partner with commercial equipment manufacturers, and global consumer electronics brands, to transform their products into self-driving robots.

We are seeking a passionate, experienced full-time Technical Support Engineer to join our Client Services Team. The ideal candidate has a passion for user satisfaction and seeks to maximize the performance of our robots. This role involves regular user correspondence, system troubleshooting, robot performance analysis (and generating reports) as well as periodic continental U.S. site visits to perform hands-on troubleshooting and repairs. Maximized system up-time and optimized performance is our goal. This position is a part of a dedicated team of engineers who consistently deliver support that is second to none.

Responsibilities:

  • Act as a point of contact for customers, understanding customer needs, and resolving customer issues in a timely manner
  • Communicate with the Software and Engineering teams to drive resolution of user system software tickets
  • Provide technical support for problem assessment and corrections for the fielded units by ensuring timely resolution of support tickets, as well as performing and supporting necessary rework or repairs required to return the equipment to functional status 
  • Provide technical support to the deployment and account management teams 
  • Review data for insights and provide software configuration changes needed to aid successful deployments
  • Support the development of technical service bulletins and other literature
  • Prepare reports in order to update and track the configuration status of the fielded units to highlight root causes and make recommendations for corrective action (e.g. Pareto) with Product Management and Engineering 
  • Analyze robot data to categorize/document issues and suggest corrective improvements.

Requirements:

  • Bachelor’s degree in a STEM discipline preferred 
  • 3-5 years of experience working with customers in a technical/field or customer service role preferred
  • Strong customer focus and problem resolution skills
  • Aptitude, creativity, and a preference for working in small, collaborative teams
  • Practical experience in an industrial/laboratory environment is preferred

This role is located in San Diego and may require up to 30% travel.

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