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Technical Support Engineer II
Technical Support Engineer IIUrsus Inc • Redmond, WA, United States
Technical Support Engineer II

Technical Support Engineer II

Ursus Inc • Redmond, WA, United States
12 days ago
Job type
  • Full-time
Job description

JOB TITLE : Technical Support Engineer II

LOCATION : Hybrid in Redmond, WA

DURATION : 12 months

PAY RANGE : $51-61 / hour

TOP 3 SKILLS :

  • Previous experience supporting technical users and independently managing issue resolution
  • bility to communicate technical concepts to non-technical audiences
  • 2-3 years of Python and C++ experience and expertise

COMPANY :

Our client is a Fortune 500 multi-national technology company headquartered in Menlo Park, CA.

Description : Job Summary :

seeking a skilled and experienced Technical Support Engineer to join their team and work on cutting edge technology. The successful candidate will work closely with the Product and Engineering teams to troubleshoot, maintain, and support our wearable device ecosystem (HW & SW) used in computer vision and AI research projects.

Requirements :

  • Minimum 2 years of experience providing technical support to users, with a proven track record of independently managing issue resolution and driving solutions to completion.
  • Demonstrated ability to effectively communicate complex technical concepts to technical and non-technical stakeholders, ensuring clear understanding and seamless issue resolution.
  • 3+ years of experience in software or system engineering supporting developer tools and ecosystems
  • 3+ years of experience with data collection root cause analysis
  • Experience in computer vision and or machine learning libraries - along with debugging SW failures
  • 2-3 years of Python and C++ experience and expertise
  • Experience with Fedora and other OS
  • ML and algorithmic / model understanding
  • Experience with SDKs and developer ecosystem tools
  • Previous experience working directly with Engineering teams to resolve bugs and improve SW performance
  • Strong problem-solving skills and ability to work independently

    • Nice to Have :

  • Self-autonomy and project leadership experience
  • Experience with cameras and optical systems and audio systems

    • Responsibilities included but not limited to :

  • Provide technical support for wearable devices used in research and dogfooding
  • Troubleshoot and resolve issues related to hardware and software components
  • nalyze frequent failures and suggest solutions to improve device or tooling performance
  • Create lasting solutions for recurring issues, including documentation for user support and engineering fixes
  • Maintain system documentation, including SOPs, known issues, and workarounds
  • Escalate non-standard issues to engineering and TPM teams using internal reporting tools
  • Debug errors and provide concrete bug fixes when possible
  • Collect data to verify device performance
  • Communicate with cross-functional partner teams to handle user support comms, escalations, and bug fixes landing and being resolved
  • Participate in activities such as prototyping, unit testing, regression testing, end-to-end testing, debugging, and troubleshooting
  • Provide first-level support for all technical issues
  • Train new employees and lead team initiatives
  • Create and update documentation (training, processes, etc.)

    • BENEFITS SUMMARY : Individual compensation is determined by skills, qualifications, experience, and location. Compensation details listed in this posting reflect the base hourly rate or annual salary only, unless otherwise stated. In addition to base compensation, full-time roles are eligible for Medical, Dental, Vision, Commuter and 401K benefits with company matching.

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    Technical Support Engineer • Redmond, WA, United States

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