Product Support Engineer (Cincinnati)
Ambi Robotics
Product, Customer Service
Cincinnati, OH, USA
Posted on Sep 20, 2024
We are a growing team of dynamic tech-enthusiasts and compassionate professionals, who are on a mission to deploy AI-powered robotic solutions that make supply chain operations safe, human-friendly, and efficient in parcel distribution.
Ambi Robotics is excited to add a Product Support Engineer to the team. The ideal candidate will have 3+ years of experience in hardware and software product technical support. This position requires resolving system issues on-site, serving as the first point of contact for customers experiencing problems with robotic equipment in the field, and coordinating on-call remote resolutions. Furthermore, this role will contribute to support team projects, 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 a customer-obsessed problem solver, 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 (up to 50% out-of-state travel time)
- Participate in phone and email on-call rotations
- Perform proactive support processes by remotely monitoring machine performance and responding to automated alerts
- Schedule, track, and perform preventative maintenance
- Contribute to support team projects
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, and Slack
- Familiarity with software principles such as Python and CLI
- Background with mechanical and pneumatic systems
- 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!
Disclaimers
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.