Technical Support Engineer IV Remote - Brain Corp

Brain Corp is a San Diego, California, USA-based AI company creating transformative core technology for the robotics industry. Our purpose is to create autonomous technology that helps the real world work better. Brain's robotic and AI solutions help retailers ensure that the right product is on the right shelf at the right price, in a clean environment. Through the BrainOS® Robotics Platform, which powers the largest global fleet of the Autonomous Mobile Robots (AMRs) in operation in commercial public spaces, Brain Corp delivers insightful and efficient automated solutions in both commercial floor cleaning and inventory management, empowering organizations and their employees to achieve more. Brain Corp currently powers more than 30,000 AMRs, representing the largest fleet of its kind in the world. Brain Corp is funded by the SoftBank Vision Fund, Clearbridge, and Qualcomm Ventures.

Position Overview :

As a member of our Technical Support Team, the Technical Support Engineer IV (TSE IV) plays a critical role in ensuring the optimal performance and reliability of robots deployed in diverse, real-world environments.  This role demands expertise in both software and hardware systems and involves proactive monitoring and sophisticated data analysis using cloud-based platforms. This position is remote within the United Staes, with travel to customer sites and Brain Corp offices as needed.

The TSE IV is responsible for identifying and resolving complex technical issues, spearheading advanced troubleshooting initiatives and implementing strategic solutions that enhance customer operations. This position also serves as the primary liaison between our customers and our engineering teams, advocating for customer needs and influencing the direction of product development. The TSE IV is expected to mentor junior engineers, lead critical projects and contribute to the strategic planning and execution of the Tech Support team’s goals.

Essential Job Functions :

• Responsible for supporting the hardware and software aspects of Brain Corp’s fleet of robots
• Proactively monitor deployed fleet of robots remotely using internal tools to identify and solve issues effectively
• Conduct independent technical troubleshooting on customer-reported issues and implement effective resolutions
• Develop and expand comprehensive expertise in Brain Corp’s robotic systems, encompassing hardware, software, navigation kits, sub-system and cloud infrastructure. Utilize this knowledge to effectively troubleshoot and resolve issues as they arise
• Act as a Subject Matter Expert (SME) for both direct customers and Original Equipment Manufacturers (OEMs), adept at understanding their needs and resolving any issues they encounter in a timely and efficient manner
• Lead customer meetings and discussions
• Act as the primary liaison between our company and our end users
• Lead internal or external customer rel