Engineer (Customer Support - Solutions)

Who are we?

Based in Oxford and with offices in Canada and the US, Oxa is an international startup founded in 2014 and scaling up rapidly (300+ Oxbots and growing).

As the global leader in our industry, we’re fuelled by a bold purpose: to make the Earth move better. From passenger shuttles to industrial vehicles, our operating system for Universal Autonomy™ is transforming the way people and goods are transported by enabling any vehicle, in any environment, to operate autonomously — safely, securely and efficiently.

Our technology is capturing investors’ imagination. To date we’ve raised $140 million in our Series C investment round. Accommodating growing demand from new and current shareholders, this funding is driving our expansion in North America and EMEA, and accelerating the deployment of our technology in domains where there is both urgent need and potential to scale.

Your team

The Solutions Team is an emerging team at Oxbotica that is a unique blend of technical and commercial problem solvers that have experience in deploying robotic systems in the field and solving problems with autonomy. Members of the team have the opportunity to try on many hats - both technically across the autonomy stack and spanning from writing code to whiteboarding with customers to find the best solution.

The Solutions Team specifies (and may develop) tools required for delivering successful solutions. The team strives to understand all parts of the system to a level in which they can present and explain each of those components/modules of technology to a customer and how it contributed to the overall solution.

Members of the Solutions Team are a dynamic and engaged group of people from diverse cultural and professional backgrounds, all working together towards our goal of Universal Autonomy with an obsessive customer focus.

You will be responsible for providing L1 support to the customer that is using the deployed Oxa product. This involves on-call technical support, diagnosing issues and triage of incoming customer issues. You may be required to visit customer sites and perform technical diagnosis and troubleshooting of hardware and software components related to the Oxa product.

Your Role

• Responsible for L1 customer support.
• Responsible for engaging with customers on technical issues related to Oxa products
• Accountable for producing comprehensive field bug reports related to customer issues.
• Responsible for investigating and analysing data to enable issues to be identified and resolved.
• Responsible for working collaboratively with multi-disciplinary teams, communicating technical requirements and working together to find solutions.
• Accountable for managing triage of incoming customer issues and assigning the correct team/individual to resolve the issue
• Accountable for resolving customer issues and closing open tickets in expected period of time.

Requirements

What you need to succeed:

• A passion for problem solving
• Experience with software development (>2 years)
• Experience with distributed version control system (eg. Git, Mercurial,SVN)
• Ability to manage workload and deliver to deadlines in high pressure environments in the field.
• Experience with Zen Desk (2+years)
• Able to work flexibly with shifting priorities
• Experience of using Linux/Unix (2+ years)
• Willingness to do shift work or be on-call to respond to customer issues arising outside standard working hours.
• Demonstrable understanding of computer vision, mobile autonomy or LiDAR data processing
  
  

Extra kudos if you have:

• Experience with C++ or Python in industry or in deployment of field systems
• A degree (or equivalent experience) in Engineering/Robotics/Computer Science or related subject
• Proven experience of debugging complex systems
  

Benefits

We Provide:

• Competitive salary, benchmarked frequently
• Hybrid working arrangements
• PTO 25 days
• United Healthcare Medical Insurance - we cover 95% with 5% employee contribution
• 401k Retirement plan with Safe Harbour
• Life Assurance
• AD&D Insurance
• Short and Long Term Disability Insurance
• Dental and Vision - Fully funded for you and Oxa will contribute 50% of costs for dependants

The base pay range for this position is expected to be between $75,000- $100,000 per year. However, base pay offered may vary depending on factors such as skills, job-related knowledge and location.