Product Operations Software Support Engineer

3 weeks ago

Louisville, United States Dexterity Full time
About Dexterity

At Dexterity, we believe robots can positively transform the world. Our breakthrough technology frees people to do the creative, inspiring, problem-solving jobs that humans do best by enabling robots to handle repetitive and physically difficult work.

We're starting with warehouse automation, where the need for smarter, more resilient supply chains impacts millions of lives and businesses around the world. Dexterity's full-stack robotics systems pick, move, pack, and collaborate with human-like skill, awareness, and learning capabilities. Our systems are software-driven, hardware-agnostic, and have already picked over 15 million goods in production. And did we mention we're customer-obsessed? Every decision, large and small, is driven by one question - how can we empower our customers with robots to do more than they thought was possible?

Dexterity is one of the fastest growing companies in robotics, backed by world-class investors such as Kleiner Perkins, Lightspeed Venture Partners, and Obvious Ventures. We're a diverse and multidisciplinary team with a culture built on passion, trust, and dedication. Come join Dexterity and help make intelligent robots a reality

About the Role

As our Product Operations Software Support Engineer, you will serve as a primary responder for support escalations of our robot systems deployed in production. You will be responsible for troubleshooting robotic application software and providing a timely response and resolution. This role will also support deployments of new products by commissioning software and providing hypercare at the customer site. Your expertise will also be leveraged in to support the writing of Standard Operating Procedures for our product processes and providing continuous improvement to the processes. Everyday you will be working within a warehouse/logistics environment providing support services to a fleet of robots. To thrive in this role you must take responsibility for satisfying operational metrics for robot picked production volumes at customer sites.

Day to Day Activities

Initial assist with deployment and provisioning of robotic systems and operate Dexterity robotic systems on-site

Test robotic systems in a production setting and document bugs

Utilize support and escalation playbooks to resolve operational issues within the Dexterity SLA window

Manually intervene and assist robots in the event of unforeseen events / errors

Troubleshoot software issues and resolving customer issues in an agreed upon SLA

Document known issues and resolution best practices in Support knowledge-base/SOPs

Provide remote support on software related issues

Travel to customer locations to provide onsite support with SW commissioning and bug reporting to the Product team

Desired Skills

B.S. in engineering or related field

Software Engineer Experience

Proficient in system troubleshooting, Linux/UNIX operating systems, command line interface (CLI), networking, analyzing traces and debug logs.

Excellent customer facing communication skills with the ability to communicate complex issues to diverse audiences (e.g., operations, engineering, or leadership).

Excellent written and verbal communication skills.

Physical Requirements

Loud work environment with temperature change due to seasons at office, warehouses and clients'/customers' locations

Walking/standing long hours and exposed to loud environment/machine and during travel

Prolonged periods sitting at a desk and working on a computer.

Additional Information

Travel 50% or more to customer locations as projects demand

Must be able to work overtime on a rotating on-call schedule to support plant operations as needed including nights, weekends, and holidays.

May be required to work extensive overtime hours during planned and unplanned maintenance.

Equal Opportunity Employer

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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