Technical Support Engineer
OSARO · San Francisco
Extracted from the posting
The Technical Support Engineer role handles customer support through Zendesk tickets and phone calls for industrial robotics systems. The engineer monitors system performance, builds dashboards, and uses Python scripts and SQL queries to troubleshoot issues. The role works with Machine Learning, Hardware, and Infrastructure teams and maintains knowledge base articles.
Are you a self-driven problem solver passionate about advancing robotics technology? Join our team at OSARO as a
Technical Support Engineer
and help us develop cutting-edge AI-based autonomous industrial robotic solutions. If you thrive on dynamic challenges, have a knack for troubleshooting, and enjoy collaborating across teams, this role is your opportunity to make a meaningful impact.
About the Role
As a
Technical Support Engineer
, you'll be the linchpin in ensuring our systems run smoothly and efficiently. You’ll combine technical expertise with customer-facing skills to support and innovate within the core of our industrial automation operations. This highly visible position involves collaborating with cross-functional teams—Machine Learning, Hardware, and Infrastructure—to enhance the OSARO robotic solutions.
What You'll Do
- Handle incoming support requests via Zendesk tickets and phone calls, ensuring high-quality solutions and customer satisfaction.
- Monitor system performance and operational metrics to identify and address issues before they impact customers. Generate internal and customer facing dashboards.
- Utilize Python scripts and SQL queries to troubleshoot and resolve complex issues within our robotics and AI systems.
- Document technical problems and resolutions clearly for future reference and report recurring issues to the development team for systemic fixes.
- Work closely with engineering and product teams to understand system behaviors and improve support protocols.
- Create and maintain customer facing knowledge base articles for commonly encountered issues.
What you'll bring
- A Bachelor’s degree or equivalent experience.
- 3+ years of technical support or software development experience.
- Strong problem-solving and analytical skills.
- Strong written and verbal communication skills
- Excellent interpersonal skills for engaging with customers and internal stakeholders.
- Basic knowledge of Python scripting - running from the command line, using arguments etc.
- Basic familiarity with Unix systems.
- Basic understanding of software, system, and application logs, as well as the tools and platforms used for their management and analysis.
- Basic understanding of JSON and Rest APIs.
Bonus if You Have
- Experience with industrial robotics applications.
- Proficiency in Python scripting.
- Proficiency in SQL, Grafana or other data visualization tools.
- Background in logistics or fulfillment environments.
- Knowledge of hardware troubleshooting, networking, and IT product management.
- Experience with Rust.
Why OSARO?
OSARO is a San Francisco-based startup at the forefront of deep learning and robotics. Backed by industry leaders such as Peter Thiel and Jerry Yang, our mission is to empower robots with unparalleled autonomy to tackle complex tasks. With an international team of experts, we combine cutting-edge research with practical solutions to deliver exceptional results.
We believe in inclusivity, healthy debate, and diverse perspectives, striving to set a standard for equality in tech.
What We Offer
- Health, dental, vision, and commuter benefits.
- Generous PTO.
- 401(k) retirement plan.
- Paid parental leave with flexible options for extended leave.
Additional Information
- This is a full-time, on-site role in the SF Bay Area. Remote work is not an option.
- The position is available immediately.
Compensation: USD 100,000 – 160,000 per year salary
