Job Responsibilities:
The Principal Robotics Support Engineer will be responsible for providing advanced level technical support for all Berkshire Grey products that are in production and in commissioning phases. Responsibilities include:
- Provide engineering level resolutions for hardware/software/system issues and serve as the escalation point in engineering.
- Address issues in a defined process to ensure resolutions/solutions can be administered quickly and play a critical role in providing the highest level of technical support to our customers.
- Apply technical support expertise to resolve customer issues; responsible for supporting frontline technical support engineers and customers via telephone and/or email for all Berkshire Grey products.
- Use troubleshooting tools, scripts, and/or analytical practices to help determine the best way to resolve identified and unidentified problems.
- Lead efforts in facilitating problem recreation and failure analysis of systems level issues.
- Effectively communicate procedural and technical issues to internal and external customers.
- Work closely with Engineering to provide data on bugs identified and assist in prioritizing the customers' issues; Capture data and report findings with detailed documentation to ensure the problem is correctly identified and defined.
- Manage the customer ticketing process in Salesforce and engineering related issues in Jira.
- Work with frontline technical support engineers to create work orders to deploy 3rd party Hardware Response Teams as required.
- Track metrics on part failures/frequency and provide feedback to Supply Chain.
Telecommuting is available.
Education, Experience and Skills Requirements:
Employer requires a Bachelor's degree in computer engineering, mechanical engineering, robotics, or a closely related field and at least five (5) years of progressively more responsible work experience in any occupation within the robotics or electromechanical industry.
Alternatively, employer will accept a Master's degree in computer engineering, mechanical engineering, robotics, or a closely related field and at least three (3) years of work experience in any occupation within the robotics or electromechanical industry.
Additionally, the successful candidate must have:
- Demonstrated ability with technical contributions or field applications engineering with robotics gained through at least two (2) years of work experience in a customer facing role;
- Demonstrated ability with configuration management tools and reviewing 2D/3D mechanical or electrical engineered drawings for robotics gained through at least two (2) years of work experience;
- Demonstrated knowledge troubleshooting in Kubernetes and Kibana to help solve technical robotics problems gained through at least three (3) years of work experience;
- Demonstrated knowledge of Salesforce or a similar CRM tool, OpsGenie, and Slack Integrations for troubleshooting and case management gained through at least three (3) years of work experience; and
- Demonstrated knowledge of Linux (Ubuntu) at a system administrator level to troubleshoot server related issues in a robotics environment gained through at least three (3) years of work experience.
All years of experience may be gained concurrently.
This position is eligible for Berkshire Grey, Inc.'s Employee Referral Program.
Applicants can send resumes to Berkshire Grey, Inc., 140 South Road, Bedford, MA 01730 (Attn: Req# HR2025-01) or apply online at https://www.berkshiregrey.com/careers/
HR2025-01
