Senior Technical Support Engineer

Duties And Responsibilities

• Provides technical support to customers and internal customers for a highly technical and sophisticated product-agnostic ecosystem.
• Establishes, documents, and assists in principled technical support processes: diagnosing, troubleshooting, reproducing, fixing, and debugging complex electro/mechanical equipment – robots, payloads, and servers, computer interfaces, inputs and outputs of complex software, or networked and/or wireless communication systems.
• Maintains knowledge of all base robot behaviors, functions, and changes in supported software and hardware.
• Buils and shares a deep expertise in the work of a specialized software feature development team.
• Exercises expert-level knowledge in use of internal tools and robot log data in the diagnostic process.
• Responds to customers in a voice and tone representative of Boston Dynamics.
• Manages queues to reduce long-running issues and drive Key Performance Indicators (KPI).
• Documents software incidents, bugs, and stories for Development and Quality teams.
• Suggests new features based on customer feedback.
• Aids in proactive support and outreach for technical bulletins.
• Contributes to continuous process improvement for tracking and measuring Customer Success towards key Business Objectives.

Qualifications

• Has a Bachelor degree or higher in Engineering/Computer Science related subject.
• Has excellent computer and interpersonal skills.
• Is proficient in Linux-based operating systems.
• Is proficient in a high level programming language such as Python/C++.

Pay

The pay range for this position is between $60,728.00 to $75,910.00 annually. Base pay will depend on multiple individualized factors including, but not limited to internal equity, job related knowledge, skills and experience. This range represents a good faith estimate of compensation at the time of posting.

Benefits

Boston Dynamics offers a generous Benefits package including medical, dental, vision, 401(k), paid time off, and an annual bonus structure. Additional details regarding these benefit plans will be provided if an employee receives an offer for employment.