Product Support Engineer

3 weeks ago


cincinnati, United States Ambi Robotics Full time

We are a growing team of dynamic tech-enthusiasts and compassionate professionals, who are on a mission to deploy AI-powered robotic solutions that make supply chain operations safe, human-friendly, and efficient in parcel distribution. 


Ambi Robotics is excited to add a Product Support Engineer to the team. The ideal candidate will have 3+ years of experience in hardware and software product technical support. This position requires resolving system issues on-site, serving as the first point of contact for customers experiencing problems with robotic equipment in the field, and coordinating on-call remote resolutions. Furthermore, this role will contribute to support team projects, perform installations, and be responsible for the performance of a growing fleet of robotic systems.


The Product Support Engineer will work closely with software and hardware engineering, project management, and customer success teams. The ideal candidate is a customer-obsessed problem solver, and goes above and beyond to exceed expectations.


In this role you will:

  • Take primary ownership of a single site initially and provide backup ownership to others
  • Act as point-of-contact for the customer
  • Respond, resolve, and document technical support issues alongside the team
  • Travel to customer sites for hands-on support and installations (up to 50% out-of-state travel time)
  • Participate in phone and email on-call rotations
  • Perform proactive support processes by remotely monitoring machine performance and responding to automated alerts
  • Schedule, track, and perform preventative maintenance
  • Contribute to support team projects


You are a good fit if you have:

  • 3+ years of product support engineering with experience in electro-mechanical hardware and software systems
  • Working knowledge of Google Suite, Asana, and Slack
  • Familiarity with software principles such as Python and CLI
  • Background with mechanical and pneumatic systems
  • Strong writing, analytical, and problem-solving skills
  • Strong attention to detail, self-motivated, and customer experience focused
  • Agile self-starter with a bias toward action and strong follow through
  • BA/BS
  • Willingness to travel (50%)


In addition to competitive compensation, we offer benefits such as:

  • Health, dental, and vision insurance
  • 401k with 5% matching by Ambi
  • Unlimited PTO
  • Equity ownership


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