Robotics Operations Engineer L3

Customer Success & Technical Support

Serve as Botsync’s representative to Fortune 500 customers worldwide, ensuring product reliability, uptime, and a positive customer experience through swift issue resolution and proactive monitoring.

Product Improvement & Engineering Bridge

Act as a critical bridge between customers and Engineering, feeding field insights back to Product and Engineering teams to continuously improve our solutions.

•          Assume the role of Botsync’s representative to our customers, providing exceptional technical support and engagement with our Fortune 500 customers around the world

•          Ensure our products’ reliability, uptime and utilization after on-site deployment

•          Trouble shoot and resolve a diverse range of technical issues, diagnosing errors/downtime swiftly and identifying specific root causes

•          Manage and resolve customer escalations promptly, ensuring professional communication and swift resolution to maintain a positive customer experience

•          Ensure clear, timely and effective communication across all customer channels

•          Proactively monitor customer sites through dashboards, identifying and addressing potential issues before customers report them

•          Offer clear and concise instructions to customers, empowering them to resolve issues independently when possible

•          Prepare user interfaces for our customers using Botsync’s no-code SyncOS platform

•          Foster a strong and trusting long-term relationship with our customers, regularly optimizing their robot fleet to ensure our solution meets their evolving production needs

•          Document all customer interactions, ensuring comprehensive and accurate records, to be used for future automated troubleshooting

•          Collaborate with team members and escalate complex issues to senior engineers when necessary

•          Build tools to automate and improve customer success processes, such as live dashboards, automated responses, etc

•          Stay abreast of Botsync’s latest software releases and robotics products to provide our customers with the best-in-class experience

•          Partner closely with the Product and Engineering teams to implement regular software updates and preventative maintenance at customer sites

•          Strengthen our products’ reliability and uptime by identifying gaps, weaknesses or bugs that surfaced after deployment at the customer site

WHAT WE'RE LOOKING FOR

•          3–5years of hands-on mechatronics and/or robotics engineering experience

•          Proven experience managing complex technical products with demonstrated ability to quickly learn and adapt to sophisticated solutions, particularly in the context of Botsync’s AMR and automation systems

•          Basic knowledge of electronics & electrical systems, automation systems &equipment like PLCs, conveyors, cobots etc.

•          Familiarity with robotics or distributed systems concepts such as sensors, networking, real-time systems, and fault tolerance

•          Experience working with Linux build systems and environments

•          Excellent problem-solving and critical thinking skills

•          Exceptional communication and interpersonal skills

•          Ability to work both independently and collaboratively within a team

•          Strong time management skills to prioritize and handle multiple tasks effectively

•          Proven ability to troubleshoot and resolve technical issues efficiently

•          Prior experience working on mobile robot solutions and ROS is an added advantage

•       Must have good experience in ROS, Linux, Ubuntu, Python, C++ and basic mechanical/electrical skills  

•   Able to travel to sites 15–20% of the time