Customer Support Engineer

Your Role

As a Customer Support Engineer within our Support team, you will play a critical role in delivering exceptional technical support and guidance to our customers.

At Oxa, we use a tier-less support model : Your responsibilities will include troubleshooting, diagnosing, and resolving customer issues, all while ensuring an outstanding level of customer satisfaction.

This role demands not only technical expertise and problem-solving skills but also exceptional communication abilities, deep empathy, and a proactive attitude.

Strong customer support interaction is paramount, as it fosters trust and loyalty, and we seek someone who is passionate about delivering unparalleled customer service excellence.

Responsibilities

• Provide technical support and resolve customer requests via email, phone, and other communication channels.
• Qualify incoming requests, including technical issues, questions, requests and other inquiries.
• Prioritise requests with the appropriate level of urgency, and follow the appropriate procedure to address them in a timely and effective manner.
• Diagnose and troubleshoot software, hardware, and network issues.
• Guide customers through diagnostic and resolution procedures in a clear and concise manner.
• Collaborate with different internal teams to identify and resolve issues.
• Provide feedback on customer needs and product enhancements.
• Develop and maintain a deep understanding of the company’s products and services.
• Document customer interactions, issues and solutions for future reference and knowledge sharing.
• Create and maintain customer FAQs and Knowledge Base articles.

Requirements

What you need to succeed :

• Recent experience in technical support, customer service or similar role.
• Experience diagnosing and debugging complex systems (Grafana, Prometheus, Cloud Operations Suites, etc)
• Familiar with Linux / Unix environments and CLIs
• Outstanding problem-solving and analytical skills.
• Strong communication skills, both verbal and written, with an ability to explain complex technical issues in simple terms.
• Customer-oriented attitude with a passion for providing exceptional service.
• Ability to work independently and collaboratively, and manage multiple priorities in a fast-paced environment.
• Willingness to work in different shifts and participate in on-call schedules.

Extra kudos if you have :

• An understanding of computer vision, mobile autonomy or LiDAR data processing.
• A degree (or equivalent experience) in Engineering / Robotics / Computer Science or related subject, or equivalent work experience

Benefits

We provide :

• Competitive salary, benchmarked frequently
• Hybrid working arrangements
• PTO 25 days
• United Healthcare Medical Insurance - we cover 95% with 5% employee contribution
• 401k Retirement plan with Safe Harbour
• Life Assurance
• AD&D Insurance
• Short and Long Term Disability Insurance
• Dental and Vision - Fully funded for you and Oxa will contribute 50% of costs for dependants

The base salary range for this position is expected to start at $70K USD per year. However, base pay offered may vary depending on factors such as skills alignment, industry knowledge and location.

This role requires flexibility to cover a shift rotation.