Technical Support Engineer

• 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
• 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
• 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
• This is a full-time, on-site role in the SF Bay Area. Remote work is not an option. The position is available immediately

Preferred experience

• We value candidates who are passionate about what they build, feel a strong sense of ownership over their work, and love tackling challenges. You are someone who cares deeply about your team so you are both direct and believe in doing what you say
• Basic familiarity with Unix systems
• Strong problem-solving and analytical skills
• Strong written and verbal communication skillsExcellent interpersonal skills for engaging with customers and internal stakeholders
• Basic knowledge of Python scripting - running from the command line, using arguments etc
• Basic understanding of software, system, and application logs, as well as the tools and platforms used for their management and analysis
• A Bachelor’s degree or equivalent experience.2+ years of technical support or software development experience
• Basic understanding of JSON and Rest APIs
• Experience with Rust
• Knowledge of hardware troubleshooting, networking, and IT product management
• Background in logistics or fulfillment environments
• Proficiency in SQL, Grafana or other data visualization tools
• Proficiency in Python scripting
• Experience with industrial robotics applications