Experienced Technical Support Specialist, Mechatronics and Sustainable Packaging – Robotics and Automation Expert
Are you a problem-solver with a passion for innovation and a knack for working with complex systems? Do you thrive in fast-paced environments where no two days are ever the same? If so, we want to hear from you. blithequark is seeking an experienced Technical Support Specialist to join our Mechatronics & Sustainable Packaging Customer Experience (MSP CX) Technical Incident Management and Engineering (TIME) team. As a key member of this team, you will be responsible for providing expert technical support to our internal fulfillment and transportation network customers who rely on advanced robotics technology to fulfill and ship customer orders.
About blithequark
At blithequark, we're a team of passionate innovators who are dedicated to applying cutting-edge advances in robotics and software to solve real-world challenges. We're committed to creating a workplace culture that values diversity, inclusion, and collaboration. If you're inspired by invention and problem-solving, and you're passionate about making a meaningful impact, then you'll fit right in here at blithequark.
Job Summary
As a Technical Support Specialist on the MSP CX team, you will work directly with hardware engineers, regional support managers, operations leaders, and site-level maintenance teams to maximize the performance of advanced robotics systems. You will develop deep technical and functional subject matter expertise that will enable you to work directly with our fulfillment center operators and maintenance teams to solve complex and time-sensitive problems.
Key Responsibilities
* Quickly develop a SME level of product knowledge
- Provide remote technical support for escalated issues involving industrial automation systems
- Assist local maintenance teams in diagnosing and troubleshooting mechanical, electrical, and control system problems and guide them through standard repairs
- Offer programming and configuration support for new installations of critical system components
- Ensure meticulous maintenance and continuous updating of internal documentation repositories, detailing all troubleshooting processes and repair activities
- Document and analyze new or unique issues encountered in the field, delivering detailed reports to engineering teams for further investigation and resolution
- Efficiently manage multiple escalations simultaneously, ensuring timely and effective resolution in a fast-paced environment
- Participate in a 24/7 on-call rotation to provide continuous support and ensure rapid response to critical issues as they arise
- Previous experience in a remote technical support role, providing guidance and troubleshooting for complex automation systems
- Previous experience managing vendor relationships
- Previous experience developing and delivering in-depth product support training
- Previous experience with thermal printing technology, barcode scanning systems, and laser measurement devices
- Familiarity with specialized conveyor systems, including diverter mechanisms and high-speed sorting
- Professional certifications in industrial automation or related fields (e.g., Siemens, Rockwell Automation, FANUC)
- Knowledge of industry safety standards and protocols relevant to industrial automation and machinery
- Previous experience with AWS services such as Amazon Cloudwatch
Requirements
* BS in Engineering (Mechanical, Electrical, Industrial, or related field)
- 5+ years of experience in a controls engineering or support role, with a strong background in industrial automation
- Extensive knowledge of PLC's, VFD's, and/or EOAT's, related robotic system components, and integrated control architectures
- Excellent analytical and problem-solving skills with understanding of the interplay between mechanical, electrical, and control systems
- Strong verbal communication skills, capable of effectively guiding and instructing teams from a remote position
- Strong technical writing skills and ability to articulate complex technical subjects to various stakeholder audiences
- Demonstrated ability to work independently, managing and prioritizing multiple escalations efficiently
What We Offer
* Competitive base pay, ranging from $81,400/year in our lowest geographic market up to $182,000/year in our highest geographic market
- Total compensation package, including equity, sign-on payments, and other forms of compensation
- Full range of medical, financial, and/or other benefits
- Opportunity to work with a dynamic team of innovators who are passionate about making a meaningful impact
- Collaborative and inclusive work environment that values diversity and inclusion
- Professional development opportunities to help you grow and advance in your career
- Flexible work arrangements, including remote work options
How to Apply
If you're a motivated and experienced technical professional who is passionate about working with complex systems, then we want to hear from you. Please submit your application, including your resume and a cover letter, via our internal or external career site. We can't wait to hear from you!
Equal Employment Opportunity
blithequark is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit our website for more information.
Travel Requirements
This role requires 50% travel, so you should be comfortable with frequent travel to our fulfillment centers and other locations.
Why Work at blithequark?
At blithequark, we're passionate about creating a workplace culture that values diversity, inclusion, and collaboration. We believe that our employees are our greatest asset, and we're committed to providing them with the resources and support they need to succeed. If you're looking for a challenging and rewarding career opportunity, then we want to hear from you. Apply for this job