Boston Dynamics is a world leader in mobile robots with a global customer base tackling some of the toughest robotics applications. In this professional track position, you will join the Technical Support Team to help customers work with our fleet of advanced mobile robots and their highly technical payloads and software. This is a front-line support role responsible for delivering a world-class support experience for our customers.
Position Summary
Reporting directly to a Senior Supervisor of Technical Support, you will serve as the first point of contact for our customers. Your primary responsibility is to triage incoming cases immediately—assessing the severity and complexity of the problem. You will then either resolve Tier 1 issues directly using standard procedures or work with the customer to gather the necessary diagnostic data to escalate complex cases to Support Engineers.
Key Responsibilities
Triage & Intake
- Initial Assessment: Perform immediate intake and triage of incoming support requests to determine severity, priority, and escalation point (if necessary).
- Categorization: Accurately categorize issues to ensure they are routed to the correct workflows or specialist teams.
Tier 1 Resolution & Customer Interaction
- Multi-Channel Support: Field support inquiries and engage with customers across all communication channels, including live chat, phone, email, and customer portal.
- Diagnostic Collaboration: Work directly with customers to identify symptoms, recognize known issues, and gather necessary troubleshooting data (such as system logs, configuration files, and error reports).
- Customer Guidance: Consult with customers to guide them through standard diagnostic processes, user interfaces, and written instructions.
- Resource Usage: Utilize available technical documentation and knowledge bases to independently solve non-critical issues.
Escalation & Engineering Support
- Data Preparation: Ensure all required data collected during the customer interaction is complete and the case is documented correctly before escalating.
- Handoff: Escalate complex technical issues to Support Engineers ensuring the case has all necessary context to begin work immediately.
- Collaboration: Act as a liaison between the customer and escalation points when required.
Continuous Improvement
- Knowledge Base: Contribute to documentation and process improvement initiatives based on common trends you observe in triage or as directed.
- Skill Building: Maintain knowledge of product enhancements across the robot portfolio to increase the percentage of cases resolved at the Tier 1 level.
- Other related duties as assigned.
Qualifications
The ideal candidate has the following qualifications or equivalent experience:
- Associates degree.
- Ability to quickly learn new computer hardware, software, and mechanical systems.
- Excellent verbal and written communication skills (critical for chat and phone support).
- Ability to explain technical issues to varied audiences.
We are interested in every qualified candidate who is eligible to work in the United States. However, we are not able to sponsor visas for this position.
Boston Dynamics will never ask you to divulge your personal financial or account information as part of its recruiting process.
