Technical Support Specialist

1 week ago

Orlando Florida, United States Oxa Full time
About Oxa


Oxa is at the forefront of the shift towards autonomous vehicles, concentrating initially on the most commercially viable sector: the self-driving transportation of goods and individuals.

We are proud to host some of the foremost authorities in the field of autonomous vehicles, developing innovations such as Oxa Driver, which provides vehicles with comprehensive self-driving capabilities; Oxa MetaDriver, leveraging Generative AI to enhance and ensure the safety of deployments; and Oxa Hub, a suite of cloud-based solutions for managing autonomous fleets.

Our technology is actively utilized across the UK and the U.S., and we are collaborating with a rapidly expanding network of operators, vehicle manufacturers, and equipment suppliers to advance autonomous transportation on a global scale.


Founded in 2014 and headquartered in Oxford, with additional offices in Canada and the U.S., Oxa is experiencing rapid growth, currently employing over 350 individuals.

Our mission is to revolutionize transportation on Earth, with an unwavering commitment to safety, efficiency, and the transparency of our AI methodologies.

The company has successfully raised $225 million from prominent investors, including $140 million in our latest Series C funding round.

Your Role


As a Technical Support Specialist within our Support team, you will be essential in providing outstanding technical assistance and guidance to our clients.

At Oxa, we implement a tier-less support structure, where your responsibilities will encompass troubleshooting, diagnosing, and resolving customer issues while ensuring a superior level of customer satisfaction.

This position requires not only technical knowledge and problem-solving capabilities but also exceptional communication skills, deep empathy, and a proactive mindset.

Strong customer interaction is crucial, as it builds trust and loyalty, and we are looking for someone who is dedicated to delivering exceptional customer service.

Key Responsibilities
  • Deliver technical support and address customer inquiries through various communication channels.
  • Assess incoming requests, including technical problems, inquiries, and other concerns.
  • Prioritize requests based on urgency and follow established procedures to resolve them efficiently.
  • Diagnose and troubleshoot software, hardware, and network-related issues.
  • Guide customers through diagnostic and resolution processes in a clear and straightforward manner.
  • Collaborate with various internal teams to identify and resolve issues.
  • Provide insights on customer needs and potential product improvements.
  • Develop and maintain a comprehensive understanding of the company's products and services.
  • Document customer interactions, issues, and solutions for future reference and knowledge sharing.
  • Create and update customer FAQs and Knowledge Base articles.
Qualifications


What You Need to Succeed:

  • Recent experience in technical support, customer service, or a related field.
  • Experience in diagnosing and troubleshooting 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 capacity to simplify complex technical issues.
  • Customer-focused mindset with a passion for delivering outstanding service.
  • Ability to work both independently and collaboratively, managing multiple priorities in a dynamic environment.
  • Willingness to work various shifts and participate in on-call schedules.


Additional 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.
  • Hybrid working arrangements.
  • 25 days of paid time off.
  • Comprehensive United Healthcare Medical Insurance, covering 95% of costs with a 5% employee contribution.
  • 401k Retirement plan with Safe Harbour provisions.
  • Life Assurance and AD&D Insurance.
  • Short and Long Term Disability Insurance.
  • Fully funded Dental and Vision Insurance, with Oxa contributing 50% of costs for dependents.


Our Culture


We foster an open and inclusive culture that empowers our employees to bring their authentic selves to work each day. Oxa is committed to being an inclusive organization, and we ensure that all team members in our recruitment process understand and implement best practices aimed at reducing bias throughout the hiring cycle.

We also apply a neuro-inclusive perspective to our recruitment process, striving to provide each potential employee with the best possible experience.

We encourage you to communicate any individual needs or reasonable adjustments we may need to consider before the interview process begins.

Why Oxa?


Our team comprises world-class experts in computer science, AI, robotics, and machine learning, tackling some of the most exciting and significant technological challenges of our time. Beyond intelligence, our team members possess heart.

Our diverse, multicultural workforce is united by a shared vision to deliver the numerous benefits of autonomy to our clients and partners, all while celebrating individuality alongside skill and experience.

If you are innovative, skilled, and ready to contribute to the future of autonomy, we invite you to explore opportunities with us at Oxa.

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