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Customer Support Network Engineer

extra holidays - fully flexible
Remote: 
Full Remote
Contract: 
Full time
Experience: 
Senior (5-10 years)
Work from: 
Massachusetts (USA), United States

Offer summary

Qualifications:

B.S. in EE, CIS, IT, or related field., 6 - 8+ years of working experience., Proficiency in network management tools., Knowledge of TCP/IP and network basics..

Key responsabilities:

  • Provide technical guidance to customers.
  • Manage support and incident tickets.
Micropsi Industries logo
Micropsi Industries Machinery Scaleup http://www.micropsi-industries.com/
51 - 200 Employees
About Micropsi Industries
Micropsi Industries is a robotics software company. We make a product called MIRAI, a first-of-its-kind robot control system that, by way of artificial intelligence, enables robots to learn from humans and act in dynamic environments. With more than 50 employees, most of them located in Berlin, San Francisco and Los Angeles, we are working to make task-specific, on-site machine learning for industrial robotics a reality.
See more Micropsi Industries offers

Job description

The role
As a Customer Support Network Engineer, you’ll have the opportunity to work with and advise industrial customers at multiple points in their journey of using Micropsi’s groundbreaking AI software for robot autonomy, MIRAI.

In addition to customer support activities to troubleshoot and resolve technical issues, this role will advise customers in the planning and preparation phases to deliver an exceptional customer experience: Before customers install MIRAI, you will be providing expert advice to customers, and internal sales and delivery teams. After MIRAI has been installed, you’ll act as a support engineer, working alongside account teams to ensure customers are successful with MIRAI in their manufacturing environments.

Ideal candidates will understand IT/OT layers and the importance of shop floor networks, as well as be proficient with network management tools and understand a variety of corporate network architectures.
Responsibilities
  • Provide expert technical guidance and support to customers and prospects to explain the networking requirements of our ML software, which is deployed into industrial factory settings with unique IT/OT network architectures 
  • Support customers and our customer facing teams to prepare factory sites for deployment 
  • Incidence response and management for the subset of support tickets related to networking, working closely with internal teams to determine whether networking may be a cause for observed failures 
  • Document learnings to build a knowledge base  
  • Manage and track support / incident tickets 
  • Provide input to build internal processes and best practices, as well as implement corrective and preventative actions for process failures 
Minimum Requirements
  • B.S. in EE, CIS, IT, or a related field 
  • 6 - 8+ years of working experience 
  • Networking Fundamentals: Understanding of basic networking concepts, including TCP/IP, subnetting, DNS, proxies, gateways, the OSI layer model, and common protocols.  
  • Network Management Tools: Proficiency in using network management tools on Linux and Android platforms. Experience with Windows clients e.g., to configure a Windows PC to join a specific network. 
  • Network Troubleshooting: Ability to diagnose and resolve network issues. 
  • Wireless Networking: Experience with Wi-Fi standards and troubleshooting wireless connectivity issues.  
  • Firewall and Security: Knowledge of firewall configurations, VPNs, and security protocols to protect network integrity. 
  • Excellent communication and presentation skills (written and verbal) 
  • Attention to detail and strong organization skills
  • Excitement to work in a growth stage start-up
  • Travel: Some travel may be required, domestically and internationally
Nice-to-Haves
  • Routing and Switching: Familiarity with routing protocols (e.g., OSPF, BGP) and switching technologies. 
  • Familiarity with manufacturing shop floor / OT networks
Benefits
  • 401k retirement program with company matching. 
  • 22 days annual PTO
  • 100% coverage of medical, dental & vision insurance. 
  • Personal development budget for training
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About us
Micropsi Industries is a robotics software company that brings artificial intelligence to robots. We make a product called MIRAI, a first-of-its-kind robot control system that, using machine learning, supplies industrial robots with the capacity to perceive their work environment and adapt to changing conditions. MIRAI can be used in manufacturing, lab automation, logistics, and other fields. Through MIRAI, Micropsi Industries enables automation where automation was previously not viable, making factories more productive, workspaces more ergonomic, and businesses more resilient.
 
Ours is a curious, friendly, no-nonsense team that relishes finding elegant solutions to tough problems, be they technical, mathematical, strategic, or design-related. We like to learn for the sake of learning. We put a premium on personal development.
 
Micropsi Industries comprises about 55 people, among them robotics engineers, software engineers, cognitive scientists, business developers, and designers. We are headquartered in Berlin, and we have an office in San Francisco. The company is backed by Metaplanet, Project A Ventures, Coparion, Vito Ventures, Merck Ventures, Vsquared Ventures, Ahren Innovation Capital, Amplifier, as well as a group of experienced business angels from Munich and Berlin. In 2022, Micropsi Industries received the Deep Tech Award for outstanding achievement.

Required profile

Experience

Level of experience: Senior (5-10 years)
Industry :
Machinery
Spoken language(s):
English
Check out the description to know which languages are mandatory.

Hard Skills

FirewallNetwork Management SystemNetwork TroubleshootingNetworking BasicsTCP/IPMicrosoft DNSLinuxProxy ServersNetwork ProtocolsOSI ModelsSubnetworkAndroid (Operating System)Application Level GatewaysSwitchoverNetwork RoutingIndustrial Networking

Other Skills

  • Detail Oriented
  • Presentations
  • Communication
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