Applications Engineer- L2 Support
Magna International · Lowell, MA · 1 mo ago
Information Technology$67k–$124k/yrFull-time
We need to output HTML fragment with sections for headings: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Only include sections that have real specific content. We must not repeat job title. No metadata like Job ID. Remove boilerplate: cookie/navigation/legal/EEO/equal-opportunity/scam-warning, duplicated lines, application instructions. Also remove language selection line at top: "Job descriptions may display in multiple languages based on your language selection." That's boilerplate, remove.
We need to preserve substantive info: "What We Offer At Magna..." is about the role? Could be "About the role". Then "Group Summary" maybe part of about. Then "Job Responsibilities" and bullet list. Then "What You Will Be Doing In This Role" also responsibilities. Then "What You Should Bring To This Role" includes requirements, qualifications, skills. Then "Hiring Base Salary Range:" is Pay. Also mention bonus. Benefits? Not explicit benefits listed. There's "What We Offer" includes engaging environment, support, resources, development prospects. Could be Benefits? But it's more about role. There's no explicit benefits like health, retirement. So we may not create Benefits section unless specific. There's no Schedule info. So we will not include Schedule.
We need sections: About the role (maybe combine What We Offer and Group Summary). Responsibilities (Job Responsibilities + What You Will Be Doing). Requirements (maybe experience). Qualifications (maybe same). Skills (maybe tools). But we need to avoid thin sections. Better to combine into logical sections: About the role, Responsibilities, Requirements, Skills, Pay. Use
- for lists.
We must not invent content. Ensure we preserve all substantive info.
Let's extract substantive paragraphs:
What We Offer At Magna, you can expect an engaging and dynamic environment where you can help to develop industry-leading automotive technologies. We invest in our employees, providing them with the support and resources they need to succeed. As a member of our global team, you can expect exciting, varied responsibilities as well as a wide range of development prospects. Because we believe that your career path should be as unique as you are.
Group Summary Magna New Mobility is a business unit inside Magna International leveraging Magna’s technology building blocks, developing new capabilities, and entering new markets and use cases. Our products include advanced solutions for urban markets, industrial intralogistics, commercial and autonomous vehicles. Magna New Mobility is also creating advanced software solutions that integrate with next-generation hardware. Our software is a core driver - turning our hardware into smart, integrated platforms for partners eager to advance the mobility sector. Magna's New Mobility group is not just about building individual technologies; we aim to create integrated solutions that address the complex challenges of moving people efficiently and cost effectively in the 21st century. Join us in advancing and shaping the future of mobility.
Job Responsibilities Join our team as an Application Engineer- L2 Support and play a key role in ensuring the smooth operation of our autonomous mobility solutions. In this position, you'll be responsible for diagnosing and resolving hardware and deployment issues across various sites, working closely with international teams to provide effective support. This role offers the opportunity to apply your troubleshooting skills, collaborate with engineering teams, and contribute to the ongoing improvement of our innovative AMR systems in a fast-paced, supportive environment.
What You Will Be Doing In This Role Serve as the primary point of contact for site-based issues involving AMR hardware reported via ZendeskCollaborate with on-site teams and customers to gather relevant information for troubleshooting, identifying potential hardware failures or integration issuesConduct initial triage, diagnosis, troubleshooting, and resolution of issues to minimize downtime and ensure operational continuityUse Jira to triage incoming issues, categorize severity, and prioritize tasks effectivelyEscalate unresolved or complex issues to the appropriate engineering teams via Jira, providing comprehensive context and diagnosticsAct as a liaison between customers, deployment teams, and engineering to facilitate timely resolution, including working effectively with international teamsDocument all support interactions thoroughly within Zendesk, maintaining accurate records of issue status and resolutionsContribute to knowledge base updates, troubleshooting guides, and best practices to improve support efficiencyProvide feedback to engineering teams on recurring issues or systemic problems to inform product improvements
What You Should Bring To This Role 2+ years of experience in technical support, hardware troubleshooting, or related roles, preferably within robotics, automation, or hardware deployment environmentsProven ability to diagnose and resolve complex hardware and deployment issues across diverse site environmentsDemonstrated success in collaborating with cross-functional teams and generating support documentation based on knowledge acquiredProven ability to communicate technical issues clearly to non-technical stakeholdersExperience working with Zendesk for managing customer support ticketsProficiency in Jira for issue triage, tracking, and escalationFamiliarity with hardware components, chargers, or robotics systems is a plusAbility to travel domestically and internationally up to 25%
Hiring Base Salary Range: $66,800 - $124,200 (Salary to be determined by the education, experience, knowledge, skills, and abilities of the applicant, internal equity, and alignment with market data). In addition to base salary, some positions are eligible for an annual performance based bonus
We also have "Awareness, Unity, Empowerment At Magna, we believe that a diverse workforce is critical to our success..." That's EEO boilerplate, remove.
Also "Magna takes the privacy..." etc remove.
Also "AI-Assisted Screening Disclosure..." remove.
Also "Worker Type Regular / Permanent Group Magna Corporate" maybe metadata, remove.
Thus we have content for About the role (What We Offer + Group Summary). Responsibilities (Job Responsibilities + What You Will Be Doing). Requirements/Qualifications/Skills (What You Should Bring). Pay (Hiring Base Salary Range + bonus). No Benefits or Schedule.
We need to use
for section headings. Use
- for any list of duties/requirements/benefits. For prose use
. We need to decide how to split lists. For About the role: we have two paragraphs; we can keep as
elements. For Responsibilities: we have a paragraph describing role, then a list of duties (What You Will Be Doing). The list items are currently concatenated without punctuation; we need to split them into separate
- . The text: "Serve as the primary point of contact for site-based issues involving AMR hardware reported via ZendeskCollaborate with on-site teams and customers to gather relevant information for troubleshooting, identifying potential hardware failures or integration issuesConduct initial triage, diagnosis, troubleshooting, and resolution of issues to minimize downtime and ensure operational continuityUse Jira to triage incoming issues, categorize severity, and prioritize tasks effectivelyEscalate unresolved or complex issues to the appropriate engineering teams via Jira, providing comprehensive context and diagnosticsAct as a liaison between customers, deployment teams, and engineering to facilitate timely resolution, including working effectively with international teamsDocument all support interactions thoroughly within Zendesk, maintaining accurate records of issue status and resolutionsContribute to knowledge base updates, troubleshooting guides, and best practices to improve support efficiencyProvide feedback to engineering teams on recurring issues or systemic problems to inform product improvements"
We need to split by the verbs; each seems a separate duty. We'll split at each capitalized verb after a period? There are no periods. We'll infer each duty separated by a capital letter after a lowercase? Better to manually split based on meaning:
1. Serve as the primary point of contact for site-based issues involving AMR hardware reported via Zendesk
2. Collaborate with on-site teams and customers to gather relevant information for troubleshooting, identifying potential hardware failures or integration issues
3. Conduct initial triage, diagnosis, troubleshooting, and resolution of issues to minimize downtime and ensure operational continuity
4. Use Jira to triage incoming issues, categorize severity, and prioritize tasks effectively
5. Escalate unresolved or complex issues to the appropriate engineering teams via Jira, providing comprehensive context and diagnostics
6. Act as a liaison between customers, deployment teams, and engineering to facilitate timely resolution, including working effectively with international teams
7. Document all support interactions thoroughly within Zendesk, maintaining accurate records of issue status and resolutions
8. Contribute to knowledge base updates, troubleshooting guides, and best practices to improve support efficiency
9. Provide feedback to engineering teams on recurring issues or systemic problems to inform product improvements
We'll create
- for each.
For Requirements/Qualifications/Skills: The "What You Should Bring To This Role" includes bullet-like statements but also concatenated. Let's split:
- 2+ years of experience in technical support, hardware troubleshooting, or related roles, preferably within robotics, automation, or hardware deployment environments
- Proven ability to diagnose and resolve complex hardware and deployment issues across diverse site environments
- Demonstrated success in collaborating with cross-functional teams and generating support documentation based on knowledge acquired
- Proven ability to communicate technical issues clearly to non-technical stakeholders
- Experience working with Zendesk for managing customer support tickets
- Proficiency in Jira for issue triage, tracking, and escalation
- Familiarity with hardware components, chargers, or robotics systems is a plus
- Ability to travel domestically and internationally up to 25%
We could put these under a single section "Requirements" or split into Requirements and Skills. Since we want few substantive sections, we can combine into one section "Requirements" (or "Qualifications and Skills"). The instruction says use headings like Requirements, Qualifications, Skills. We can choose to have a section "Requirements" and include all. Or we could have "Qualifications" for experience and "Skills" for tools. But to avoid thin sections, we can have one section "Requirements" that includes both experience and skills. That's acceptable.
Pay section: include salary range and bonus.
Now produce HTML fragment.
We must not include any extra text outside HTML. No markdown fences.
Let's craft:
About the role
What We Offer At Magna, you can expect an engaging and dynamic environment where you can help to develop industry-leading automotive technologies. We invest in our employees, providing them with the support and resources they need to succeed. As a member of our global team, you can expect exciting, varied responsibilities as well as a wide range of development prospects. Because we believe that your career path should be as unique as you are.
Group Summary Magna New Mobility is a business unit inside Magna International leveraging Magna’s technology building blocks, developing new capabilities, and entering new markets and use cases. Our products include advanced solutions for urban markets, industrial intralogistics, commercial and autonomous vehicles. Magna New Mobility is also creating advanced software solutions that integrate with next-generation hardware. Our software is a core driver - turning our hardware into smart, integrated platforms for partners eager to advance the mobility sector. Magna's New Mobility group is not just about building individual technologies; we aim to create integrated solutions that address the complex challenges of moving people efficiently and cost effectively in the 21st century. Join us in advancing and shaping the future of mobility.
Responsibilities
Join our team as an Application Engineer- L2 Support and play a key role in ensuring the smooth operation of our autonomous mobility solutions. In this position, you'll be responsible for diagnosing and resolving hardware and deployment issues across various sites, working closely with international teams to provide effective support. This role offers the opportunity to apply your troubleshooting skills, collaborate with engineering teams, and contribute to the ongoing improvement of our innovative AMR systems in a fast-paced, supportive environment.
- Serve as the primary point of contact for site-based issues involving AMR hardware reported via Zendesk
- Collaborate with on-site teams and customers to gather relevant information for troubleshooting, identifying potential hardware failures or integration issues
- Conduct initial triage, diagnosis, troubleshooting, and resolution of issues to minimize downtime and ensure operational continuity
- Use Jira to triage incoming issues, categorize severity, and prioritize tasks effectively
- Escalate unresolved or complex issues to the appropriate engineering teams via Jira, providing comprehensive context and diagnostics
- for each.
For Requirements/Qualifications/Skills: The "What You Should Bring To This Role" includes bullet-like statements but also concatenated. Let's split:
- 2+ years of experience in technical support, hardware troubleshooting, or related roles, preferably within robotics, automation, or hardware deployment environments
- Proven ability to diagnose and resolve complex hardware and deployment issues across diverse site environments
- Demonstrated success in collaborating with cross-functional teams and generating support documentation based on knowledge acquired
- Proven ability to communicate technical issues clearly to non-technical stakeholders
- Experience working with Zendesk for managing customer support tickets
- Proficiency in Jira for issue triage, tracking, and escalation
- Familiarity with hardware components, chargers, or robotics systems is a plus
- Ability to travel domestically and internationally up to 25%
We could put these under a single section "Requirements" or split into Requirements and Skills. Since we want few substantive sections, we can combine into one section "Requirements" (or "Qualifications and Skills"). The instruction says use headings like Requirements, Qualifications, Skills. We can choose to have a section "Requirements" and include all. Or we could have "Qualifications" for experience and "Skills" for tools. But to avoid thin sections, we can have one section "Requirements" that includes both experience and skills. That's acceptable.
Pay section: include salary range and bonus.
Now produce HTML fragment.
We must not include any extra text outside HTML. No markdown fences.
Let's craft:
- for any list of duties/requirements/benefits. For prose use