Remote Support Engineer - East

Join GrayMatter Robotics as a Remote Support Engineer!

Summary

GrayMatter Robotics, a thriving AI robotics startup based in sunny Los Angeles, specializes in revolutionizing the manufacturing industry. Our innovative smart robots empower shop floor workers by handling tedious and ergonomically challenging tasks, particularly in automated surface finishing. Our proprietary GMR-AI™ software seamlessly integrates with cutting-edge industrial robots, sensors, and tools to offer application-specific turnkey solutions through a Robot-as-a-Service (RaaS) model.

We help manufacturers enhance workforce quality of life while boosting production capacity and minimizing scrap, repair, and rework costs. As a Remote Support Engineer, you'll be a key player in our Customer Success team, providing ongoing support to our west coast clients. This role may occasionally require visits to our Gardena, CA headquarters and customer sites within Southern California.

Role & Responsibilities

As a Remote Support Engineer, you will:

• Investigate, triage, and troubleshoot complex issues affecting customers.
• Gather customer requirements and feedback, working with engineering teams to enhance products.
• Identify new opportunities within customer accounts.
• Cover the morning shift from 5am - 1pm ET, Monday - Friday, maintaining flexible hours aligned with customers' production schedules.
• Respond to customer emails and calls regarding system usage.
• Collaborate with product and engineering teams to improve customer and Field Application Engineer experiences.
• Monitor live robots at customer sites and resolve technical issues.
• Log and document troubleshooting procedures for all tickets.
• Work cross-functionally with Robotics Software, Hardware, and other teams on product deployments.
• Triage and resolve complex technical issues related to customer deployments.
• Provide exceptional customer service to all clients.
• Deliver feedback to the engineering team to enhance product efficiency.

Minimum Qualifications

The ideal candidate will have:

• BS or Technical Degree in IT, Engineering or a related discipline, or equivalent work experience.
• 1-3 years of experience demonstrating hands-on Software/Hardware skills and providing technical support.
• Proficiency in Linux environments and remote support tools.
• Ability to communicate technical/complex information both verbally and in writing.
• Capability to perform multiple tasks concurrently and respond to emergencies effectively.
• Willingness to work early morning shifts for remote support.
• Authorization to work in the United States from the start and throughout employment.

Preferred Qualifications

Additional qualifications include:

• Familiarity with industrial facilities and equipment.
• Basic experience with ROS, Python, and/or C++ coding.
• Spanish fluency.
• Certifications such as CompTIA A+, Network+, CISA, CISSP, or similar.

About GrayMatter Robotics

GrayMatter Robotics is committed to equal employment opportunities, prohibiting discrimination and harassment of any type, regardless of 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 law. We celebrate diversity and strive to create an inclusive environment for all employees, welcoming applicants from all backgrounds.

We are dedicated to providing reasonable accommodations for candidates with disabilities. Contact if you require accommodations during the recruiting process.

This job description covers key responsibilities but is not exhaustive. Duties, responsibilities, and activities may change at any time with or without notice.

Compensation & Benefits

We offer a competitive base salary range of $60,000-$75,000 USD plus equity. Our comprehensive benefits package includes unlimited PTO, 401(k) plan with employer match, regular offsite events, a discretionary fund for enhancing productivity, and more! The listed salary range reflects the minimum and maximum new hire salary levels in the United States.

Join us at GrayMatter Robotics and make a significant impact on the manufacturing industry!