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Tier 3 Application Support Engineer

inVia Robotics -
Thousand Oaks, CA

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Job Details

$95,000 - $130,000 a year

Qualifications

Customer communication

Full Job Description

Salary Exempt $95K-$130K

Tier 3 support engineers have the ultimate understanding of how the inVia AI-driven warehouse fulfillment optimization software works in conjunction with our autonomous robots allowing them to build highly customized workflows while helping to operationalize new features and functions for our Tier 1 Support staff in the ROC.

This role also acts as a point of contact for our Tier 2 Application Support Engineers to escalate more complicated issues that require in-depth working knowledge and expertise of the application and systems outside of the Tier 2 teams’ scope and ability to resolve.

Company Description

inVia Robotics is a Southern Californian technology company founded in 2015 that provides the next generation of robotics warehouse automation solutions for eCommerce distribution centers and supply chains. As the developer of the world’s first “Robots-as-a-Service” autonomous mobile robot picking and goods-to-person system, inVia is powering the future of warehouse productivity without disrupting the ecosystem of a business’s operations.

Looking for a new challenge in an 80-billion-dollar industry that is being defined by the minute? Changes in the eCommerce, internet service-based IT and robotics industries are moving at high velocity, and inVia sits at the intersection of all three. Taking on new, unsolved problems is in our DNA. Looking for highly motivated technical self-starters who love to learn on a daily basis and can handle a continuously evolving software application stack that is iteratively changing to meet our customers’ needs at a startling pace.

JOB RESPONSIBILITIES

Work with our numerous customers to understand customer needs
Configure the Warehouse Workflow Application via SQL Queries and code manipulation to optimize workflows and improve productivity and efficiency of overall order fulfillment processes.
Identify and resolve application issues resulting in undesired or unaccounted for behaviors.
Serves as an escalation point to resolve application-based issues fielded by Tier 2 Application support.
Create and document processes and procedures for all tasks, systems, and new tools released from Engineering and provide training to the Tier 1 & 2 organization.
Become intimately aware of the core products and how fulfillment workflows integrate from the customer to inVia systems.
Perform queries in postgres, analysis of service and server logs, truncating log files to clear space, etc.
Working with Engineering at a close level to perform tasks like product validation at a very early phase of development, before initial roll out to the Operations Department in order to reduce test time and create a clearly defined path from Engineering to Production.
Attends meetings with Engineering teams in order to provide insight as well as steer efforts for an operationally sound result.
Serves as an escalation point for the Tier1 ROC resources for issues arising in production.
On call rotation for 24/7 escalation when applicable.
Improve configurations at new production sites.
Assist the ROC Management in ensuring quality control in a dynamic and scaling environment.
Maintain and improve support quality per organizational KPIs
Flexibility with work hours and work days
Ambitious, curious, and eager to learn – excited about robotics and logistics

Initial Robotic System Setup

All robotic system and application configuration.
Site optimization in robotic picking simulations to maximize throughput.
Monitor and execute the release of engineering updates into prod (robots and application)
Initial testing and configuration of Robotics Systems at new customer sites with requirements.

Desirables

Linux experience 3-5 years (Mid to Senior levels)
Postgres SQL (or other DB) experience 3 to 5 years (Mid to Senior Levels)
Python or similar experience 3 to 5 years (Mid to Senior Levels)
Customer Service Experience
Monitoring nation-wide or global infrastructure on a 24/7 basis for health and uptime
Excellent communication both written and verbal.
Willingness to work flexible hours and shifts.
High energy, self-motivation, and a dedication to excellence – motivated to take on difficult and rewarding challenges

Nice to Have

1 year of postgres experience or coursework
Technical Degree or Certification
Accustomed to 24/7 on call escalation

Apply Now

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JOB RESPONSIBILITIES

Initial Robotic System Setup

Desirables

Nice to Have

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