Locus Robotics is a leader in the rapidly growing eCommerce order fulfillment optimization space. Our solution helps warehouse owners attain 2-3X efficiency over cart-picking operations by empowering pickers to work collaboratively with our robots, while integrating with the operator’s Warehouse Management System, utilizing and optimizing existing facility infrastructure. This is an opportunity to join a very smart team deploying cutting-edge technology to address real-world logistics challenges for major global brands in Europe.

Locus Robotics is seeking a Technical Support Engineer with high level commitment of exceptional customer service and business relationships. This customer support role will interact directly with our customers and work cross-functionally with our US and EMEA triage teams to resolve complex robotics software/hardware and network technical issues.

The Technical Support Engineer ensures outstanding customer experiences through expertise problem solving, elevated response time, follow-up, and thorough communications.    This key position is part of Locus’s commitment to high levels of customer success.

This is a full time salaried role and you must be able to work Monday through Friday (7:00 – 15:00 BST) with the option to include on-call and weekend (Saturday /Sunday ) rotations as needed.

Responsibilities:

• Provide high level of remote technical support to Locus Robotics EMEA based customers and field service staff who are diagnosing, troubleshooting, and/or repairing complex equipment, sophisticated systems (hardware, software and/or applications)
• Troubleshoot navigation errors and root cause investigations.
• Analyze hardware logs to identify replacement parts.
• Collaborate with Robot Engineering team for software development, deployment, and field QA testing.
• Assist in automated tool development for continuous customer support.
• Manage SLAM map creation, analysis, and continuous improvement.
• Collaborate with Robotics software, hardware, IT, and customer support teams on product solution optimization.
• Actively and continuously update technical skills.

• Bachelor’s Degree in Computer Science, Robotics (or a related discipline), or equivalent professional experience.
• 2+ years of direct in technical customer support /field service-based environment
• Ability to work across multiple EMEA time zones
• Strong problem-solving and analytical skills
• Experience with ROS, Python and/or C++ programming skills
• 1+ years’ experience with Linux operating systems or Ubuntu
• Ability to communicate technical/complex information both verbally and in writing.
• Perform multiple tasks concurrently and respond to emergency situations effectively.
• Excellent English written and verbal communication with strong listening skills with additional language skills

Locus Robotics is an Equal Opportunity Employer