Tier II Technical Support Engineer at SVT Robotics

SVT Robotics enables companies to integrate and deploy industrial robotics without the need for custom code. That’s a game changer in the world of robotics! It means we’ve cracked the code for our clients to rapidly deploy automation technology, transform their businesses, and adapt to an ever-changing market. Our one-of-a-kind SOFTBOT® Platform and talented team of builders makes it possible.

Headquartered in Norfolk, Virginia, SVT scours the country for best-in-class talent to add to our team of innovators, software experts, and robotics industry leaders committed to serving companies across the U.S. and Europe. Our employees show up every day ready to innovate and create with one goal in mind: success for our customers.

As demand for our platform continues to increase, so does SVT’s demand for high performers to help chart the course towards rapid growth and expansion. If you’re ready to revolutionize the future of industrial robotics and possess an entrepreneurial spirit and zeal for achieving results, we’d like to hear from you!

About the Role

SVT’s ability to build client trust is directly tied to our ability to build and maintain a best-in-class support team. As a member of our Technical Support team team, you will be asked to bring an in-depth understanding of customer support and the ability to support our customers remotely. The successful candidate will be expected to demonstrate relevant experience working in a dynamic environment dealing with complex challenges and communicating with all levels of the business.

The Tier II Technical Support Engineer will act as a direct connection with our customers and provide top-tier support. In turn, you will be supported by a strong leadership team and entrusted with the tools to support our customers.

A potential day in the life of SVT’s Service Desk Technician:

• Provide technical support for all client issues or requests through our customer support portal, email, and phone

• Contribute to the development and implementation of technical solution articles, processes, and policies that enlarge our knowledge base to improve self-service and end-to-end workflows

• Troubleshoot issues through reproducing the problem and determine resolution
• Provide critical and innovative input to projects/operational support tasks

• Strive for technical excellence and expertise through continually developing your technical and non-technical skills

• Communicate effectively and courteously with clients and partners

• Triage newly reported problems, assign proper severity and work to identify a resolution
• Update the ticket tracking system to provide accurate and current status of support issues

• Meet internal and customer service level agreements

• Provide internal and/or external technical and non-technical training

• Work on a rotating on-call schedule for after-hours, weekends, or holidays (1 week on every 3 weeks rotation)

Required skills/qualifications:

• Skills

• 2+ years experience in supporting software applications
• Experience writing SQL queries
• Experience with relational databases including SQL Server (preferred) or Oracle
• Experience with Windows and Unix/Linux operating systems

• Experience working in a ticketing system (preferably Zendesk)
• Highly dependable and professional
• Excellent problem solving and listening skills

• Able to complete responsibilities in a high-stress, fast-paced environment

• Ability to explain complex ideas to those with limited IT and systems knowledge

• Critical thinking skills and the ability to apply them to resolve software issues

• Fluent in English, additional languages are a plus

• Attitude

• Exceptional verbal and written communication skills

• A track record of Customer Empathy

• Extraordinary customer service and relationship management experience

• Team player that works well with others in a fast-paced innovative environment

• Outstanding time management to meet service levels

• Takes initiative and can drive change

• Flexibility and willingness to travel (typically less than 10%)

• Flexibility to being on-call for nights, weekends, and holidays (1 week on every 3 weeks rotation)

You get bonus points for having:

• Understanding of warehouse management and/or Warehouse Management Software

• Experience with IoT devices or Robotics

• ITIL v3,4 Certified

• General Technical Certificates (Microsoft, VMware, Apple, Linux)

• Experience with Docker

About us

Competitive salary and compensation structure
401k with generous company match
Health benefits, including medical, dental, and vision
Unlimited, flexible PTO and generous holiday schedule
Flexible parental leave
Fun, innovative team and remote-friendly culture

Are you with us?

We’re ready to meet you if you wake up every day eager to get your hands dirty in a high-growth start-up atmosphere.

SVT Robotics is an equal opportunity employer, and we value diversity on all our teams. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Our team is built on a culture of curiosity and innovation that serves as the foundation of our product. Here, you can and will create something awesome. Come join our growing team!

For more information about us, please visit https://www.svtrobotics.com/

Tier II Technical Support Engineer

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