Technical Support Manager Jobs in Encinitas, CA (NOW HIRING)

Job Summary:
Brain Corp is a San Diego, California-based AI company creating transformative core technology for the robotics industry. The Technical Support Engineer IV plays a critical role in ensuring the optimal performance and reliability of robots deployed in diverse environments by identifying and resolving complex technical issues and mentoring junior engineers.
Responsibilities:
• Responsible for supporting the hardware and software aspects of Brain Corp’s fleet of robots
• Proactively monitor deployed fleet of robots remotely using internal tools to identify and solve issues effectively
• Conduct independent technical troubleshooting on customer-reported issues and implement effective resolutions
• Develop and expand comprehensive expertise in Brain Corp’s robotic systems, encompassing hardware, software, navigation kits, sub-system and cloud infrastructure. Utilize this knowledge to effectively troubleshoot and resolve issues as they arise
• Act as a Subject Matter Expert (SME) for both direct customers and Original Equipment Manufacturers (OEMs), adept at understanding their needs and resolving any issues they encounter in a timely and efficient manner
• Lead customer meetings and discussions:
• Act as the primary liaison between our company and our end users
• Lead internal or external customer related initiatives addressing issues as they arise
• Collaborate closely with the Account Management team to address and resolve any issues or concerns raised by end users
• Proactively identify opportunities to enhance customer satisfaction and retention
• Coordinate meetings with service providers and OEMs:
• Organize and lead regular meetings with service providers (SPs) and OEMs to discuss current issues, implement changes, and address any complaints
• Ensure effective communication and collaboration between all parties to maintain strong working relationships and resolve issues promptly
• Document meeting outcomes, track action items, and follow up to ensure timely resolution of all concerns
• Provide issue resolution and continuous improvement:
• Take ownership of the resolution process for any issues reported by end users, SPs, or OEMs
• Work cross-functionally with internal teams to identify root causes and implement corrective actions
• Continuously seek ways to improve processes and enhance the overall customer experience
• Lead the quality resolution process, initiating from customer-reported symptoms, progressing through troubleshooting cycles to identify root causes effectively
• Provide training & enablement to OEM/customer when needed; providing on-site support within geographic region as needed
• Serve as an escalation point between Tech Support and Fleet Ops and Engineering teams
• Assist with the creation and monitoring of team metrics
• Provide training and support to junior staff and mentor team members
Qualifications:
Required:
• Bachelor’s degree in computer science or STEM related field
• 6+ years of experience working with customers in a technical field or customer service role
• Experience in leading projects that positively impact both the company and customers, showcasing effective leadership and the ability to deliver favorable outcomes to all stakeholders
• Excellent communication skills, both written and verbal, in order to effectively articulate and communicate complicated technical issues to customers, peers and engineering teams
• Knowledge of basic Linux commands
• Expert in creating data dashboards using tools as Tableau, Grafana, PowerBI, etc, integrating data from various data sources such as SQL and Big Query
• Expert using Confluence and a Ticketing system such as Jira or Service Cloud
• Experience with SQL, Big Query, data dashboards (Tableau, Grafana, or PowerBI)
• Proven experience in a customer-facing role, preferably in a more senior role within the service or technology industry
• Strong interpersonal and communication skills, with the ability to effectively manage and resolve conflicts
• Proficient with issue tracking and resolution processes
• Excellent organizational skills and attention to detail
• A proactive and solution-oriented mindset
• Possess the ability to understand complex software infrastructure and architecture
• Exhibit strong analytical skills and the capacity to approach complex issues with a logical and methodical mindset
• Demonstrate strong technical troubleshooting skills in resolving software and hardware issues
• Collaborate effectively within small, cohesive teams to achieve common goals
Company:
Brain Corp develops core technology for the robotics industry. Founded in 2009, the company is headquartered in San Diego, USA, with a team of 201-500 employees. The company is currently Growth Stage.