Escalation Support Engineer at Fetch Robotics
San Jose, CA, US

A Fetch Escalation Support Engineer will fulfill Level 3 support responsibilities and resolve field issues escalated by our third-party service providers. The Escalation Support Engineer is the interface between the customer, Sales, L1/L2 Support and Development Engineering and will own expediting and resolving issue resolution for complex hardware and software problems. 

Fetch robots are autonomous mobile robots (AMRs) and, as such, a key component of the robot is how it navigates and locates itself on a warehouse floor. There are several hardware components that the robot has to manage and this is based on an ROS based system running on Linux. Managing the robot fleet is a cloud-based data collection and management portal. An Escalation Engineer job requires in-depth knowledge of Linux and an affinity to learn and invent new debugging techniques.

RESPONSIBILITIES:

The Escalation Support Engineer has the following responsibilities:

  • Develop tools and processes to improve product diagnosis
  • Manage the escalation process and adhere to established customer response guidelines
  • Examine diagnostic data collected by the L1/L2 Support Engineers and determine next steps
  • Work closely with Dev Engineering, as required, to resolve complex issues
  • Document all information in the CRM system
  • Participate in process and product improvement forums and drive such improvements

 

REQUIREMENTS:



Required qualifications:

 

  • Minimum of 3 years of  industry experience in a customer-facing capacity (sales, field engineering, support, etc)
  • In-depth knowledge of the Linux operating system (specifically Ubuntu)
  • Understanding and knowledge of docker containers
  • Knowledge of scripting languages like python, java 
  • Knowledge of the ROS (Robot Operating System) is a plus
  • Knowledge of electrical and mechanical aspects of a robot is a plus
  • Willingness to visit customers if required
  • Desire to learn

 

What we offer

 

  • Competitive salary 
  • Equity-based on experience
  • Medical, dental, vision, life and AD&D
  • Flexible time off - work hard & play hard
  • Awesome company culture.