Remote Support Engineer - East

Summary

Headquartered in sunny Los Angeles, GrayMatter Robotics is a well-capitalized AI robotics startup serving the manufacturing industry. We empower shop floor workers with our smart robots that assist with tedious and ergonomically challenging tasks, specifically in automated surface finishing. Our proprietary GMR-AI™ software is integrated with state-of-the-art industrial robots, sensors, and tools to create application-specific turnkey solutions for customers through a Robot-as-a-Service (RaaS) model.

We help manufacturers improve the quality of life for their workforce while increasing production capacity, and reducing scrap, repair, and rework costs. As a Remote Support Engineer, you will join our Customer Success team to provide ongoing support for our products and customers based on the west coast. Occasionally, you will be required to visit our headquarters in Gardena, CA as well as our customer sites within the Southern California region.

Role & Responsibilities

As a Remote Support Engineer, you will be responsible for investigating, triaging, and troubleshooting complex issues affecting our customers along with collecting customer requirements & feedback, working with internal engineering teams to improve the product, and identifying new opportunities within the customer account.

• Own the morning shift from 5am - 1pm ET (eastern time), Monday - Friday and maintain flexible working hours that match the manufacturing production hours of customers
• Respond to customer emails and calls on the use of the system
• Work with the product and engineering teams to improve both the customer experience as well as the Field Application Engineer experience
• Monitor the live robots at customer sites and resolve technical issues
• Log descriptions of all tickets and document troubleshooting procedures
• Collaborate cross functionally with Robotics Software, Hardware, and other teams on product deployments
• Triage, and resolve complex technical issues related to customer deployments
• Provide superior customer service to all customers
• Deliver feedback to the engineering team and work with them to improve the efficiency of products

Minimum Qualifications

• BS or Technical Degree in IT, Engineering (or related discipline) or equivalent work experience
• 1-3 years experience demonstrating hands-on Software/Hardware skills and providing technical support to customers
• Demonstrated proficiency working with Linux environments and remote support tools
• Ability to communicate technical/complex information both verbally and in writing
• Perform multiple tasks concurrently and respond to emergency situations effectively
• Willingness to work early morning shift of remote support
• …