Remote Support Engineer at GrayMatter Robotics

Tijuana, Baja California, Mexico

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Not SpecifiedCompensation

Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Manufacturing, RoboticsIndustries

Requirements

BS or Technical Degree in IT, Engineering (or related discipline) or equivalent work experience
1-3 years of experience demonstrating hands-on Software/Hardware skills
Proven track record of providing complex technical support to customers beyond basic access management
Demonstrated proficiency in identifying root causes and effectively solving performance-related problems
Professional working proficiency in Spanish and English
Demonstrated proficiency working with Linux environments and remote support tools
Ability to communicate technical/complex information both verbally and in writing
Ability to perform multiple tasks concurrently and respond to emergency situations effectively
Willingness to work the graveyard shift of remote support (evening shift from 5pm - 2am PT, Sunday - Friday)
Familiarity with industrial facilities (preferred)

Responsibilities

Investigate, triage, and troubleshoot complex issues affecting customers
Collect customer requirements and feedback
Work with internal engineering teams to improve products
Identify new opportunities within customer accounts
Own the evening shift from 5pm - 2am PT, Sunday - Friday
Respond to customer emails and calls regarding system usage
Monitor live robots at customer sites and resolve technical issues
Log descriptions of all tickets and document troubleshooting procedures
Collaborate with Robotics Software, Hardware, and other teams on product deployments
Triage and resolve complex technical issues related to customer deployments
Provide superior customer service to all customers
Deliver feedback to the engineering team and work with them to improve product efficiency

Skills

Key technologies and capabilities for this role

Technical SupportTroubleshootingRoot Cause AnalysisRobotics SoftwareHardware SupportCustomer ServiceTicketing SystemsRemote MonitoringCustomer RequirementsEngineering Collaboration

Questions & Answers

Common questions about this position

Is this position remote, and are there any travel requirements?

The position is remote with occasional travel to Carson, CA.

What is the salary for the Remote Support Engineer role?

This information is not specified in the job description.

What are the minimum qualifications for this role?

Minimum qualifications include a BS or Technical Degree in IT, Engineering or related, 1-3 years of hands-on Software/Hardware experience, proven technical support track record, proficiency in Linux and remote tools, professional working proficiency in Spanish and English, and willingness to work graveyard shift.

What are the shift hours for this position?

The role requires owning the evening shift from 5pm - 2am PT, Sunday - Friday.

What makes a strong candidate for this Remote Support Engineer position?

Strong candidates will have a technical degree or equivalent, 1-3 years hands-on software/hardware experience, proven complex technical support skills, Linux proficiency, bilingual Spanish/English skills, and availability for graveyard shift, with familiarity with industrial facilities preferred.

GrayMatter Robotics

AI-powered robotic solutions for manufacturers

About GrayMatter Robotics

GrayMatter Robotics provides AI-powered robotic solutions for high-mix manufacturers, using their proprietary GMR-AI™ technology to enhance speed, consistency, and quality. Their smart robotic cells adapt to different parts without complex setups, achieving 2-4 times the speed of manual methods while reducing waste and costs. Unlike competitors, they operate on a subscription model that covers hardware, software, and service, minimizing upfront costs for customers. The goal is to revolutionize automation in manufacturing, delivering immediate value and significantly boosting productivity.

Los Angeles, CaliforniaHeadquarters

2020Year Founded

$71.1MTotal Funding

SERIES_BCompany Stage

Robotics & Automation, Enterprise Software, AI & Machine LearningIndustries

51-200Employees

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Unlimited Paid Time Off

401(k) Retirement Plan

401(k) Company Match

Risks

Competition from industrial giants like 3M and FANUC could impact market share.

Rapid advancements in generative AI may outpace GrayMatter's current capabilities.

Reliance on the U.S. manufacturing industry poses risks if the labor shortage persists.

Differentiation

GrayMatter Robotics offers AI-powered robotic solutions for high-mix manufacturing challenges.

Their GMR-AI™ technology adapts to part variations without complex fixturing.

The company provides a subscription model, eliminating upfront costs for customers.

Upsides

GrayMatter Robotics raised $45 million in Series B funding in 2024.

Partnerships with 3M and FANUC America enhance their market presence.

Their solutions boost productivity by 2-4 times, reducing manual labor time significantly.

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