Robotics Operations Engineer L3

Customer Success & Technical Support

Serve as Botsync's representative to Fortune 500 customers worldwide, ensuring product reliability, uptime, and a positive customer experience through swift issue resolution and proactive monitoring.

Product Improvement & Engineering Bridge

Act as a critical bridge between customers and Engineering, feeding field insights back to Product and Engineering teams to continuously improve our solutions.

. Assume the role of Botsync's representative to our customers, providing exceptional technical support and engagement with our Fortune 500 customers around the world

. Ensure our products reliability, uptime and utilization after on-site deployment

. Trouble shoot and resolve a diverse range of technical issues, diagnosing errors/downtime swiftly and identifying specific root causes

. Manage and resolve customer escalations promptly, ensuring professional communication and swift resolution to maintain a positive customer experience

. Ensure clear, timely and effective communication across all customer channels

. Proactively monitor customer sites through dashboards, identifying and addressing potential issues before customers report them

. Offer clear and concise instructions to customers, empowering them to resolve issues independently when possible

. Prepare user interfaces for our customers using Botsync's no-code SyncOS platform

. Foster a strong and trusting long-term relationship with our customers, regularly optimizing their robot fleet to ensure our solution meets their evolving production needs

. Document all customer interactions, ensuring comprehensive and accurate records, to be used for future automated troubleshooting

. Collaborate with team members and escalate complex issues to senior engineers when necessary

. Build tools to automate and improve customer success processes, such as live dashboards, automated responses, etc

. Stay abreast of Botsync's latest software releases and robotics products to provide our customers with the best-in-class experience

. Partner closely with the Product and Engineering teams to implement regular software updates and preventative maintenance at customer sites

. Strengthen our products reliability and uptime by identifying gaps, weaknesses or bugs that surfaced after deployment at the customer site

WHAT WE'RE LOOKING FOR

. 3-5years of hands-on mechatronics and/or robotics engineering experience

. Proven experience managing complex technical products with demonstrated ability to quickly learn and adapt to sophisticated solutions, particularly in the context of Botsync's AMR and automation systems

. Basic knowledge of electronics & electrical systems, automation systems &equipment like PLCs, conveyors, cobots etc.

. Familiarity with robotics or distributed systems concepts such as sensors, networking, real-time systems, and fault tolerance

. Experience working with Linux build systems and environments

. Excellent problem-solving and critical thinking skills

. Exceptional communication and interpersonal skills

. Ability to work both independently and collaboratively within a team

. Strong time management skills to prioritize and handle multiple tasks effectively

. Proven ability to troubleshoot and resolve technical issues efficiently

. Prior experience working on mobile robot solutions and ROS is an added advantage

. Must have good experience in ROS, Linux, Ubuntu, Python, C++ and basic mechanical/electrical skills

. Able to travel to sites 15-20% of the time