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Technical Support Specialist
2 months ago
About Oxa:
Oxa is at the forefront of the self-driving vehicle revolution, concentrating on the autonomous transport of goods and individuals. Our team comprises some of the foremost authorities in autonomous technology, developing innovative solutions like Oxa Driver for complete self-driving capabilities, Oxa MetaDriver which utilizes Generative AI to enhance safety in deployments, and Oxa Hub, a suite of cloud-based tools for managing autonomous fleets. Our cutting-edge technology is being utilized across various regions, and we are collaborating with a rapidly expanding network of operators, vehicle manufacturers, and equipment suppliers in the global autonomous transportation sector.
Founded in 2014 and headquartered in Oxford, with additional offices in Canada and the U.S., Oxa has experienced significant growth, employing over 350 individuals to date. Our mission is to transform transportation through a steadfast commitment to safety, efficiency, and the transparency of our AI methodologies. We have successfully secured $225 million in funding from top-tier investors, including $140 million in our latest Series C round.
Your Responsibilities:
As a Customer Solutions Engineer within our Support division, you will be instrumental in providing outstanding technical assistance and support to our clientele. We implement a tier-less support structure, where your duties will encompass:
- Delivering technical assistance and addressing customer inquiries through various communication channels.
- Assessing incoming requests, including technical challenges, questions, and other inquiries.
- Prioritizing requests based on urgency and following the appropriate protocols for timely resolution.
- Diagnosing and troubleshooting software, hardware, and network-related issues.
- Guiding customers through diagnostic and resolution processes in a clear and effective manner.
- Collaborating with internal teams to identify and rectify issues.
- Providing insights on customer needs and potential product improvements.
- Maintaining a comprehensive understanding of the company's offerings.
- Documenting customer interactions, issues, and solutions for future reference.
- Creating and updating customer FAQs and Knowledge Base articles.
Qualifications:
Essential Skills:
- Recent experience in technical support or customer service roles.
- Proficiency in diagnosing and troubleshooting complex systems.
- Familiarity with Linux/Unix environments and command-line interfaces.
- Exceptional problem-solving and analytical capabilities.
- Strong verbal and written communication skills, with the ability to simplify complex technical concepts.
- A customer-centric mindset with a passion for delivering exceptional service.
- Ability to work independently and collaboratively while managing multiple tasks in a dynamic environment.
- Willingness to work flexible hours and participate in on-call rotations.
Preferred Qualifications:
- Knowledge of computer vision, mobile autonomy, or LiDAR data processing.
- A degree or equivalent experience in Engineering, Robotics, Computer Science, or a related field.
What We Offer:
- Competitive salary, regularly benchmarked.
- Flexible hybrid working arrangements.
- 25 days of paid time off.
- Comprehensive medical insurance with a high level of employer contribution.
- 401k retirement plan with Safe Harbour provisions.
- Life and disability insurance coverage.
- Fully funded dental and vision insurance for employees, with partial coverage for dependents.
The salary range for this position is anticipated to start at $70K USD annually, with variations based on skills, industry experience, and location.
Our Culture:
We foster an open and inclusive environment that encourages our employees to express their authentic selves at work. Oxa is dedicated to inclusivity and requires all team members involved in recruitment to adhere to best practices aimed at minimizing bias throughout the hiring process. We also apply a neuro-inclusive perspective to ensure a positive experience for all candidates.
Why Oxa?
Our team, composed of experts in computer science, AI, robotics, and machine learning, is tackling some of the most significant technological challenges of our time. At Oxa, we value diversity and creativity, working together to deliver the benefits of autonomy to our clients and partners with enthusiasm and dedication.
