Customer Support Network Engineer

Permanent employee, Full-time · Boston, Remote US

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 70 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.

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Your application!

We appreciate your interest in Micropsi Industries. Please fill in the following short form. Should you have any difficulties in uploading your files, please contact us by mail micropsi-industries-jobs@m.personio.de