The Work
Provide high-level troubleshooting to resolve complex issues, extending beyond the capabilities of Level 1 support services.
Contact customers where required and work with them to diagnose and resolve issues.
Participate in an on-call rotation to ensure the performance and reliability of Relay Robotics fleet, as well as network and customer site infrastructure.
Proactively monitor the health and operations of the robot fleet to prevent and resolve faults before they impact customer operations.
Respond and provide technical guidance to customers on operational issues, and configuration changes. Engage customers directly for assistance with troubleshooting.
Record data and updates on field issues, analysis and resolutions, and maintain up-to-date records of robot configurations, serial numbers, etc., to support both customer success and product development teams.
Develop a deep understanding of how Relay Robotics robots operate and show eagerness to learn and master new technologies.
Communicate and collaborate with our global team across Operations, Engineering, and Customer Success to solve fleet management and customer issues.
Contribute to the development of tools, processes, and documentation to improve the speed and effectiveness of our support operations.
Qualifications / Skills
BS in Computer Science, Computer Engineering, Robotics, Mechatronics, or a related technical field, or equivalent experience
Excellent communication and interpersonal skills with a customer-centric mindset.
Must have hands-on experience in a remote, customer-facing support role.
Proficient in Linux administration, tools, and basic scripting within a Linux environment.
Strong troubleshooting skills for both device- and system-level issues in Linux environments.
Experience with network configuration, including firewalls, VPNs, and network security technologies.
Bonus Skills
Experience with Robot Operating System (ROS).
Experience with wireless technologies including WiFi, Bluetooth, and LTE.
Hands-on experience in the configuration and administration of distributed networks.
Cloud computing experience (AWS and/or GCP).
Job Type
Full-time with benefits.
Remote work in support of global fleet operations. Expectation of 2-3 shifts/week onsite.
Schedule: Flexible with the possibility of early day shifts or afternoon/evening shifts.Robot Operations Engineer
