Technical Support Engineer - Hardware

We're making the world a more walkable place. Through intuitive personal mobility, we make walking faster, more efficient, and more accessible to empower people to choose walking over sitting in traffic. By giving people the ability to Moonwalk, we believe the path forward to a better future is easily reached on your own two feet.

We are seeking a highly motivated and skilled Technical Support Engineer with a strong background in failure analysis to join our team. In this role, you will be responsible for providing technical support to customers and internal teams while also investigating and diagnosing product failures. You will work closely with product development teams, customer service representatives, and other technical teams to identify and troubleshoot complex technical issues.

Responsibilities:

• Provide technical support to customers and internal teams via phone, email, or other channels
• Investigate and diagnose product failures using various analytical and diagnostic techniques
• Collaborate with product development teams to identify design flaws and implement solutions to prevent future failures
• Develop and maintain technical documentation, including user manuals, troubleshooting guides, and knowledge base articles
• Keep track of design and manufacture concessions of early product batches.
• Ensure compliance with industry standards, safety regulations, and quality management systems.
• Conduct training sessions for customers, other technical support staff, or internal teams as needed.
• Keep up-to-date with new products and technologies, and be able to learn quickly and adapt to changing technologies.
• Maintain detailed records of customer interactions and technical issues, including steps taken to resolve them.

Requirements

• Bachelor's degree in mechanical or electrical engineering or a related field.
• Experience in technical support, customer service, or a related field.
• Strong technical skills and familiarity with mechatronic and robotic systems.
• Excellent communication skills, both verbal and written.
• Strong problem-solving and analytical skills.
• Ability to work in a fast-paced, team-oriented environment.
• Willingness to learn new technologies and products as needed.
• Familiarity with support ticketing systems, remote desktop tools, and other technical support tools.
• Experience with troubleshooting and resolving issues with hardware and software products.
• Knowledge of embedded systems, power electronics, gearbox and motors is a plus.
• Experience with scripting and programming languages.

Benefits

• Opportunities for participation in our Employee Options programs
• 401K retirement plan
• Excellent medical, dental, and vision insurance
• Sick and Vacation time (Flex time for salary positions), and Paid Holidays
• Massive Growth Opportunities and a long-term career
• Casual and comfortable work environment