Vertex Ventures US
Vertex Ventures US

Product Support Engineer

Ambi Robotics

Ambi Robotics

Software Engineering, Product, Customer Service
Boston, MA, USA
Posted on Thursday, May 16, 2024
We are a fast-paced Series A startup growing our team of dynamic builders, tech-enthusiasts, and compassionate professionals on a mission to deploy AI-powered robotic solutions that make supply chain operations more human-friendly and efficient.
Ambi Robotics is excited to add a Product Support Engineer to the team in Boston, Massachusetts. This position's primary customer site responsibilities will be within one hour drive of Boston so the ideal candidate lives in the greater Boston area. Travel may include other site visits on the east coast and nationwide, and Ambi HQ in Berkeley, California. The ideal candidate will have 3+ years of experience in hardware and software product technical support. This position will coordinate on-call resolutions and serve as the first point of contact for customers experiencing problems with robotic equipment in the field. This role will contribute to team processes, perform installations, and be responsible for the performance of a growing fleet of robotic systems.
The Product Support Engineer will work closely with software and hardware engineering, project management, and customer success teams. The ideal candidate is customer-obsessed and goes above and beyond to exceed expectations.

In this role you will:

  • Take primary ownership of a single site initially and provide backup ownership to others
  • Act as point-of-contact for the customer
  • Respond, resolve, and document technical support issues alongside the team
  • Travel to customer sites for hands-on support and installations (50% travel time)
  • Participate in phone and email on-call rotations (estimated 12hrs each, about 2.5x per week)
  • Perform proactive support processes by remotely monitoring machine performance and responding to automated alerts
  • Schedule, track, and perform preventative maintenance

You are a good fit if you have:

  • 3+ years of product support engineering with experience in electro-mechanical hardware and software systems
  • Working knowledge of Google Suite, Asana, Slack, and hardware and software principles
  • Strong writing, analytical, and problem-solving skills
  • Strong attention to detail, self-motivated, and customer experience focused
  • Agile self-starter with a bias toward action and strong follow through
  • BA/BS
  • Willingness to travel (50%)

In addition to competitive compensation, we offer benefits such as:

  • Health, dental, and vision insurance
  • 401k with 5% matching by Ambi
  • Unlimited PTO
  • Equity ownership
Ambi Robotics is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage and embrace applicants of all backgrounds to apply!
Ambi Robotics provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.