Remote Support Engineer - Robotics and Logistics

About the Role

We're hiring a Remote Support Engineer to join our innovative team at Dexory. As a Remote Support Engineer, you will play a crucial role in ensuring the seamless operation of our advanced robotic systems used in logistics. This position allows you to work from anywhere in the world while contributing to cutting-edge technology that is transforming the logistics industry.

What You'll Do

• Monitor the autonomous operation of robots deployed in the field, ensuring they function optimally.
• Handle incoming alerts and manual interventions using teleoperation tools to provide immediate support.
• Provide customer-facing technical support, troubleshooting issues as they arise.
• Define, document, and implement robust monitoring tools to enhance system performance.
• Collaborate with engineering teams to suggest improvements based on your observations.
• Raise internal tracking tickets for unexpected failures to ensure timely resolutions.
• Prepare and deliver regular reports on system performance to stakeholders.
• Work on a day shift schedule of 4 days on and 4 days off, providing flexibility in your work-life balance.

Requirements

• Proven experience in remote monitoring or helpdesk support.
• Proficiency in using monitoring and diagnostic tools.
• Excellent problem-solving skills and the ability to think critically.
• Effective communication skills, both written and verbal, to interact with clients and teams.
• Ability to work independently in a remote environment.
• Willingness to work the night shift on a 4 on-4 off rota, if required.
• Experience with autonomous mobile robots is a plus.

Nice to Have

• Familiarity with logistics operations and challenges.
• Experience in customer service or technical support roles.

What We Offer

• Private healthcare via Bupa with 24/7 medical helpline.
• Life insurance and income protection plans.
• Pension plan with 4+% employee contribution and salary exchange options.
• Employee Assistance Programme for mental wellbeing support.
• 25 holidays per year to ensure a good work-life balance.
• Full meals onsite in Wallingford for those who visit the office.
• Fun team events and snacks in the office to foster a collaborative culture.