Technical Support Specialist
6 days ago
Job Title: Technical Support Engineer
Company: Cpl Life Sciences
Job Type: Contract
Location: Remote
Job Summary:
We are seeking a highly skilled Technical Support Engineer to join our team. As a Technical Support Engineer, you will be responsible for providing technical support and troubleshooting services to our customers. You will work closely with our robotics technicians and engineers to resolve technical issues and ensure seamless integration and functionality across all systems.
Key Responsibilities:
- Service Restoration: Deep-dive into and resolve technical issues allocated via our in-house ticketing system. Utilize various data sources and logs to identify hardware or software faults within the Robotics environment, including addressing robotics performance issues, server issues affecting robot navigation, and robotic station malfunctions.
- Collaboration: Collaborate with on-site robotics technicians and engineers, guiding their troubleshooting efforts, and partner with software development engineers who create the code that powers the robots, ensuring seamless integration and functionality across all systems.
- High Severity Calls: When critical issues affecting the customer experience occur, you will be directly involved, participating in live troubleshooting sessions via conference bridge, coordinating resolution efforts, and escalating as needed. Utilizing various data sources such as logs, dashboards, and data dumps, you will identify problematic components within the robotics infrastructure and develop mitigation plans.
- Process Improvement and Automation: Contribute to the continual improvement of our processes and procedures, participate in internal projects, and help make things better for our team and, in turn, our customers.
Requirements:
- Relevant Bachelor's degree, or equivalent combination of education and experience.
- Three years of technical support experience supporting enterprise systems, platforms, or applications in a first-line (or above) operations team (the focus should be on troubleshooting and root-causing issues, not necessarily system configuration).
- Excellent verbal and written communication skills, including communication to various levels of customers/leadership and experience with authoring product knowledge base content.
- Previous experience with technical troubleshooting inclusive of pulling and reading logs, interpreting dashboards and responding to service alerts/alarms.
- Demonstrated proficiency with Linux and running SQL queries
- Prior hands-on experience in working with AWS applications and environments
Preferred Qualifications:
- Master's degree in a relevant technical field.
- Five or more years of troubleshooting systems, platforms, or applications in a second-line (or above) operations team.
- Active technical certifications in one or more relevant technical fields (Cloud services, Networking, Cybersecurity, etc.).
- Understanding of project and change management methodologies and best practices.
- Scripting knowledge in any programming language, with previous experience automating tasks via scripts.
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