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Technical Support Specialist
2 months ago
About Oxa:
Oxa is at the forefront of transforming transportation through the development of self-driving technologies, with a primary focus on the autonomous movement of goods and individuals. Our team comprises some of the foremost authorities in the field of autonomous vehicles, delivering innovative solutions such as Oxa Driver, which provides full self-driving capabilities; Oxa MetaDriver, leveraging Generative AI to enhance deployment safety; and Oxa Hub, a suite of cloud-based tools for managing autonomous fleets. Our technology is actively utilized across various regions, and we are collaborating with a rapidly expanding network of operators, vehicle manufacturers, and equipment suppliers to advance autonomous transportation worldwide.
Founded in 2014 and headquartered in Oxford, with additional offices in Canada and the U.S., Oxa is experiencing significant growth, currently employing over 350 professionals. Our mission is to revolutionize mobility on Earth with a steadfast commitment to safety, efficiency, and the transparency of our AI methodologies. To date, we have secured $225 million in funding from prominent investors, including $140 million raised in our latest Series C round.
Your Responsibilities:
As a Customer Support Engineer in our Support division, you will be essential in providing outstanding technical assistance and advice to our clientele. We employ a tier-less support framework, and your duties will encompass:
- Delivering technical assistance and addressing customer inquiries through various communication channels.
- Assessing incoming requests, which may include technical challenges, inquiries, and other concerns.
- Prioritizing requests based on urgency and following established procedures to resolve them efficiently.
- Diagnosing and troubleshooting issues related to software, hardware, and network systems.
- Guiding customers through diagnostic and resolution processes in a clear and straightforward 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, customer service, or a related field.
- Proficiency in diagnosing and debugging complex systems (e.g., Grafana, Prometheus, Cloud Operations Suites).
- Familiarity with Linux/Unix environments and command-line interfaces.
- Exceptional problem-solving and analytical abilities.
- Strong verbal and written communication skills, with the capability to simplify complex technical concepts.
- A customer-centric mindset with a dedication to delivering superior service.
- Ability to work autonomously and collaboratively while managing multiple tasks in a dynamic environment.
- Flexibility to work various shifts 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.
Benefits:
We offer:
- Competitive salary, regularly benchmarked.
- Flexible hybrid working options.
- 25 days of paid time off.
- Comprehensive United Healthcare Medical Insurance with a 95% company contribution.
- 401k Retirement plan with Safe Harbour provisions.
- Life and AD&D Insurance.
- Short and Long Term Disability Insurance.
- Fully funded Dental and Vision Insurance, with 50% coverage for dependents.
Our Culture:
We foster an open and inclusive environment that encourages our team members to express their authentic selves at work. Oxa is committed to inclusivity and applies best practices to ensure a fair recruitment process. We also consider neurodiversity in our hiring practices, aiming to provide an optimal experience for all candidates.
Why Choose Oxa?
Our team consists of leading experts in computer science, AI, robotics, and machine learning, tackling some of the most significant technological challenges of our time. Beyond intelligence, our diverse and multicultural team is united by a shared vision to deliver the benefits of autonomy to our clients and partners, all while celebrating individuality and creativity.
If you are innovative, skilled, and passionate about shaping the future of autonomy, we invite you to explore opportunities with us at Oxa.
