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Support Engineering

Client Support Engineer

North Reading, Massachusetts
Requisition ID: 283565
Client Support Engineer

Kiva Systems is an company experiencing exceptionally high growth! Kiva uses game-changing robotic technology for distribution centers, which helps companies simplify operations and reduce costs while increasing strategic flexibility. Using hundreds of autonomous mobile robots and sophisticated control software, the Kiva Mobile-Robotic Fulfillment System enables extremely fast cycle times with reduced labor requirements from receiving to picking to shipping.

We are seeking an exceptional candidate who possesses a blend of technical and customer-facing skills to successfully support the Kiva Systems solution. This job requires a unique combination of flexibility, troubleshooting, creativity, leadership skills, and drive. As part of a highly visible support team, the candidate has the opportunity to work cross-functionally with multiple teams within Kiva to contribute to the continuous innovation and growth of the Kiva system.
A successful candidate will have strong client-facing skills and a strong tendency toward ownership of projects, as well as passion for troubleshooting and driving technical issues to resolution.

Basic Qualifications:

Job Responsibilities:
  • Own and respond to Kiva client issues via email and phone
  • Collaborate with engineering teams to problem-solve critical production software issues
  • Work with customer operations teams to provide technical guidance and troubleshoot operational challenges
  • Create technical troubleshooting documentation such as SOPs, TSBs, Knowledge articles and Best Practices
  • Develop software tools to resolve issues timely, effectively and efficiently as well as to automate and script routine tasks
  • Execute technical tasks such as software updates
  • Own and drive root cause analysis on complex software issues

Preferred Qualifications
  • Must have 2 to 5 years of recent relevant experience
  • BS degree in Engineering or Computer Science is required; MS degree is desirable
  • Strong problem-solving and analytical skills is a must
  • Strong knowledge and working experience with Relational Database Management Systems like SQL, MySQL, Oracle
  • Deep understanding and working experience with UNIX/Linux fundamentals
  • Excellent interpersonal and customer service skills
  • Excellent written and verbal communication skills
  • Experience in a fulfillment or logistics environment is a plus

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