{"id":68146,"url":"https://alion.io/job/osaro-technical-support-engineer","title":"Technical Support Engineer","company":{"id":37325,"name":"OSARO","domain":"osaro.com","url":"https://alion.io/company/osaro","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Lever","truth_index":{"grade":"A","score":95,"open_postings":8,"ghost_share":0,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":1321,"computed_at":"2026-10-17T05:46:00Z"}},"role":"Support","role_family":"Support","seniority":"middle","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["San Francisco, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":100000,"max":160000,"currency":"USD","period":"year","gross":null,"usd_annual":160000},"salary_estimate":null,"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Edge AI","optional":false},{"name":"Machine Learning","optional":false},{"name":"Python","optional":false},{"name":"Rest API","optional":false},{"name":"SQL","optional":false},{"name":"Unix","optional":false},{"name":"Grafana","optional":true},{"name":"Rust","optional":true}],"status":"live","first_seen_at":"2024-12-10T23:32:23Z","employer_posted_date":"2024-12-10","last_verified_at":"2026-10-17T16:42:57Z","board_verified":true,"closed_at":null,"days_open":675,"trust":{"level":"ok","repost_count":1,"flags":[],"days_open":675},"description":"Are you a self-driven problem solver passionate about advancing robotics technology? Join our team at OSARO as a Technical Support Engineer and help us develop cutting-edge AI-based autonomous industrial robotic solutions. If you thrive on dynamic challenges, have a knack for troubleshooting, and enjoy collaborating across teams, this role is your opportunity to make a meaningful impact.\nAbout the Role\nAs a Technical Support Engineer, you'll be the linchpin in ensuring our systems run smoothly and efficiently. You’ll combine technical expertise with customer-facing skills to support and innovate within the core of our industrial automation operations. This highly visible position involves collaborating with cross-functional teams-Machine Learning, Hardware, and Infrastructure-to enhance the OSARO robotic solutions.\nWhat You'll Do\nHandle incoming support requests via Zendesk tickets and phone calls, ensuring high-quality solutions and customer satisfaction.\n\nMonitor system performance and operational metrics to identify and address issues before they impact customers. Generate internal and customer facing dashboards.\n\nUtilize Python scripts and SQL queries to troubleshoot and resolve complex issues within our robotics and AI systems.\n\nDocument technical problems and resolutions clearly for future reference and report recurring issues to the development team for systemic fixes.\n\nWork closely with engineering and product teams to understand system behaviors and improve support protocols.\n\nCreate and maintain customer facing knowledge base articles for commonly encountered issues.\n\nWhat you'll bring\nA Bachelor’s degree or equivalent experience.\n\n3+ years of technical support or software development experience.\n\nStrong problem-solving and analytical skills.\n\nStrong written and verbal communication skills\n\nExcellent interpersonal skills for engaging with customers and internal stakeholders.\n\nBasic knowledge of Python scripting - running from the command line, using arguments etc.\n\nBasic familiarity with Unix systems.\n\nBasic understanding of software, system, and application logs, as well as the tools and platforms used for their management and analysis.\n\nBasic understanding of JSON and Rest APIs.\n\nBonus if You Have\nExperience with industrial robotics applications.\n\nProficiency in Python scripting.\n\nProficiency in SQL, Grafana or other data visualization tools.\n\nBackground in logistics or fulfillment environments.\n\nKnowledge of hardware troubleshooting, networking, and IT product management.\n\nExperience with Rust.","description_format":"text","description_chars":2552,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Robotics AI","Logistics & Warehouse Robotics","Robotic Software & Control 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