Technical Support Engineer III

Brain Corp is a San Diego, California, USA-based AI company creating transformative core technology for the robotics industry. Our purpose is to create autonomous technology that helps the real world work better. Brain's robotic and AI solutions help retailers ensure that the right product is on the right shelf at the right price, in a clean environment. Through the BrainOS® Robotics Platform, which powers the largest global fleet of the Autonomous Mobile Robots (AMRs) in operation in commercial public spaces, Brain Corp delivers insightful and efficient automated solutions in both commercial floor cleaning and inventory management, empowering organizations and their employees to achieve more. Brain Corp currently powers more than 30,000 AMRs, representing the largest fleet of its kind in the world. Brain Corp is funded by the SoftBank Vision Fund, Clearbridge, and Qualcomm Ventures.

Position Summary:

As a member of our Technical Support Team, the Technical Support Engineer III plays a pivotal role in ensuring the seamless operation of robots deployed in real-world applications. This involves leveraging data collected from the robots and accessible through cloud platforms to analyze events impacting customer operations, identify potential errors, and deliver effective solutions across both software and hardware domains. This position also serves as the primary liaison between our customers and our engineering teams, advocating for customer needs and using feedback to drive ongoing product enhancements and innovations.

Essential Job Functions: 

  • Responsible for supporting the hardware and software aspects of Brain Corp’s fleet of robots
  • Proactively monitor deployed fleet of robots remotely using internal tools to identify and solve issues effectively
  • Conduct independent technical troubleshooting on customer-reported issues and implement effective resolutions
  • Act as a Subject Matter Expert (SME) for both direct customers and Original Equipment Manufacturers (OEMs), adept at understanding their needs and resolving any issues they encounter in a timely and efficient manner
  • Communicate effectively with customers, and actively manage and coordinate transactional activities with third party service providers, with the goal of minimizing disruptions to customers’ operation
  • Lead the quality resolution process, initiating from customer-reported symptoms, progressing through troubleshooting cycles to identify root causes effectively
  • Develop and expand comprehensive expertise in Brain Corp’s robotic systems, encompassing hardware, software, navigation kits, sub-system and cloud infrastructure. Utilize this knowledge to effectively troubleshoot and resolve issues as they arise
  • Provide training & enablement to OEM/customer when needed
  • Lead internal or external customer related initiatives addressing issues as they arise 
  • Work with internal teams to improve tools and processes 
  • Up to 15% international travel to client sites, specifically to Mexico and Canada

Education and/or Work Experience Requirements: 

  • Bachelor’s degree in computer science or STEM related field 
  • 5-7 years of experience working with customers in a technical field or customer service role 
  • Experience in leading projects that positively impact both the company and customers, showcasing effective leadership and the ability to deliver favorable outcomes to all stakeholders

Required Knowledge, Skills, Abilities, and Other Characteristics: 

  • Proficient in Linux
  • Experience creating data dashboards using tools as Tableau, Grafana, PowerBI, etc, integrating data from various data sources such as SQL and Big Query
  • Experience using Confluence and a Ticketing system such as Jira or Service Cloud 
  • Experience with SQL, Big Query, data dashboards (Tableau, Grafana, or PowerBI), ticketing systems (Jira, Service Cloud), Confluence 
  • Possess the ability to understand complex software infrastructure and architecture 
  • Exhibit strong analytical skills and  the capacity to approach complex issues with a logical and methodical mindset
  • Demonstrate strong technical troubleshooting skills in resolving software and hardware issues
  • Demonstrate excellent communication skills with the ability to effectively articulate and communicate complicated technical issues to customers, peers and engineering teams 
  • Collaborate effectively within small, cohesive teams to achieve common goals

Things That Make a Difference: 

  • Fluent in the Spanish language, both written and verbal

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Essential functions may require maintaining the physical condition necessary for sitting, walking or standing for periods of time; operating a computer and keyboard; use of hands to finger and grasp; talk and hear at normal room levels; visual acuity to determine the accuracy, neatness, and thoroughness of the work assigned or to make general observations of facilities or structures; push or pull up to 25 pounds.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level in the work environment is usually quiet to moderate. Employees are exposed to the typical office environment with computers, printers and telephones.

Salary Range:

The anticipated hourly rate is $38.45 to $49.76. The final salary offered to a successful candidate will be dependent on several factors that may include but are not limited to the type and length of experience within the job, type and length of experience within the industry, education, etc. Brain Corp is a multi-state employer and this salary range may not reflect positions that work in other states.

In addition to base pay, our competitive total rewards package consists of:

  • A discretionary annual target bonus
  • Stock options
  • Generous 401(k) match with no waiting period and immediate vesting 
  • Comprehensive suite of  health insurance benefits for employees (and their families) including a variety of medical plan options (including an HSA with employer contribution), dental, vision, life and disability insurance, Employee Assistance Program (EAP)
  • Access to Flexible Spending Accounts (Medical and Dependent Care)
  • Generous vacation plan, Paid Sick Leave, time off for volunteering in the community, 10 paid company holidays and a winter company shutdown

Join our amazing team!