Service

**When you join Verizon**:
Verizon is one of the world’s leading providers of technology and communications services, transforming the way we connect across the globe. We’re a diverse network of people driven by our shared ambition to shape a better future. Here, we have the ability to learn and grow at the speed of technology, and the space to create within every role. Together, we are moving the world forward - and you can too. Dream it. Build it. Do it here.

**What you’ll be doing**:
The Robotics Business Technology group is expanding its team and we are looking for a highly motivated personality as Second Level Support Engineer to join our service team. You’ll be working in an exciting startup environment (incubed IT) within the foundation of a large company (Verizon). You will have the freedom and autonomy to do your best work, with the support and camaraderie you need to enjoy your job. In this role, you will be contributing to a high customer satisfaction by keeping their robot fleet up and running as well as by supporting our developers in resolving reoccurring issues.

As a Second Level Support Engineer for our service team, you will work collaboratively within your team and in close coordination with the engineering team to analyze and resolve incidents at customer sites all over the world as well as to support our Partner Relationship Managers in keeping an overview on important issues and customer satisfaction on our projects. You will participate in a collaborative, agile team environment that is determined to improve our customer’s support experience.

You will be
- Supporting exciting and versatile projects all over the world using various robot platform compositions and configurations.
- Analyzing and resolving incidents at customer installations.
- Assisting customers to properly configure their systems.
- Coordinating independently with developers to resolve difficult incidents.
- Responding to service desk tickets and phone calls.
- Remotely liaising with customer sites.
- Supporting developers by collecting, analyzing, and preparing log material that makes it easy to reproduce and resolve bugs.
- Supporting Customer Relationship Managers to keep an overview of project issues and customer satisfaction.
- Improving customer processes and experience.
- Participating in agile practices such as standups and retrospectives.

**What we’re looking for**:
You’ll need to have:

- HTL or Bachelor’s degree or relevant experience in customer support.
- Advanced knowledge of Linux, console, and network technologies, specifically with tools and technologies to connect to customer sites (e.g., SSH, Citrix, VPN, mRemote) tools for transferring files (e.g., WinScp, scp) and for analyzing log files (e.g., vim, nano, grep).
- Knowledge of databases and related tools such as SQL (PostgreSQL) and Metabase, and monitoring tools such as Elastic Search
- Fluency in English and German (written and verbal).
- Willingness to travel.
- A valid driver’s license.

Even better if you have one or more of the following:

- A degree.
- Interest and enthusiasm for robotic systems and the resolution of related challenges.
- Basic knowledge of one or more programming languages (e.g., Java, C++ and Python) and experience with ROS and cloud tools.
- Technical writing skills.
- Strong attention to detail.
- Good organizational skills.
- Capability to work on complex problems where analysis of situations or data requires evaluation of various factors.
- Ability to exercise judgment within broadly defined practices and policies in selecting methods, techniques, and evaluation criteria for obtaining results.
- A strong sense of urgency and bias to action - able to think quickly and in-the-moment.
- Additional language skills.
- A passion for learning and independent work.
- Teamfähigkeit
- Ability to embrace change and work in a fast-paced, iterative environment.