Customer Support Technologist

Rockwell Automation; Waterloo; Hybrid; CAD 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a Customer Support Technologist to provide advanced technical support in robotics. In this hybrid role, you will leverage your expertise in Ubuntu, ROS, and ROS2 to assist customers in troubleshooting and deploying robotic applications. Your contributions will drive customer success and enhance technical documentation, ensuring seamless support efforts. This dynamic position offers a chance to work with cutting-edge technology and collaborate with engineering teams, making a significant impact in the field of automation. If you are a passionate problem solver looking to make a difference, we encourage you to apply!

Benefits

Health Insurance including Medical and Dental

Health Care Spending Account

Employee Assistance Program

Retirement plans

Paid Time off

Volunteering Time off

Employer Savings Plan Matching

Employer Paid DC Pension

Maternity and Parental Leave Top-Up

Fitness Reimbursement Program

Qualifications

• 5+ years of experience in technical support or engineering roles.
• Expert-level knowledge of Ubuntu, ROS, and ROS2.

Responsibilities

• Provide advanced-level technical support for robotics customers.
• On-board new customers with training on Ubuntu, ROS, and ROS2.

Skills

Ubuntu

ROS

ROS2

Technical Support

Networking Principles

Troubleshooting

Education

Bachelor's Degree in Relevant Field

Tools

Docker

Git

CI/CD Pipelines

Job description

Customer Support Technologist page is loaded

Customer Support Technologist

Apply remote type Hybrid locations Waterloo, Ontario, Canada time type Full time posted on Posted 2 Days Ago job requisition id R25-3271

Rockwell Automation is a global technology leader focused on helping the world’s manufacturers be more productive, sustainable, and agile. With more than 28,000 employees who make the world better every day, we know we have something special. Behind our customers - amazing companies that help feed the world, provide life-saving medicine on a global scale, and focus on clean water and green mobility -our people are energized problem solvers that take pride in how thework we do changes the world for the better.

We welcome all makers, forward thinkers, and problem solvers who are looking for a place to do their best work. And if that’s you we would love to have you join us!

Job Description

As a Customer Support Technologist at Clearpath Robotics by Rockwell Automation , you need a strong background in Ubuntu ROS and ROS2 to provide advanced technical support for our robotics customers. You will be the frontline technical expert, assisting customers with robot software and hardware troubleshooting, on-boarding new clients, and working closely with engineering teams to resolve complex issues. You will report to Client Success Team Lead. You will be Hybrid in Waterloo, ON.

Your Responsibilities:

• Provide advanced-level Ubuntu ROS and ROS2 technical support to customers, ensuring timely and efficient issue resolution.
• Handle on-call escalation support, including triaging customer issues and providing assistance.
• Escalate tickets and coordinate with internal engineering teams to ensure seamless support efforts.
• On-board new customers by providing training on Ubuntu, ROS, and ROS2.
• Diagnose and debug robot hardware issues down to the component level.
• Act as a customer advocate internally, ensuring that deployed customer issues receive priority attention.
• Provide networking support, including troubleshooting DNS, TCP/IP concepts, and connectivity issues.
• Drive customer success by improving technical documentation, FAQs, and self-service support resources.

The Essentials - You Will Have:

• Bachelor's Degree in Relevant Field.
• Legal authorization to work in Canada is required. We will not sponsor individuals for employment visas, now or in the future, for this job opening.
• The ability to travel upto 25% of the time including international travel.

The Preferred - You Might Also Have:

• 5+ years of related experience.
• Experience supporting robotic deployments in real-world environments.
• Knowledge of containerization (Docker) and cloud-based robotics services.
• Familiarity with Git, CI/CD pipelines, and software version control.
• Previous experience in customer training or technical documentation.
• 3+ years of experience in a technical support or engineering role, preferably in robotics or automation.
• Expert-level knowledge of Ubuntu, ROS, and ROS2, with experience troubleshooting and deploying robotic applications.
• Strong understanding of Linux systems administration and networking principles (DNS, TCP/IP, firewalls, VPNs).
• Previous experience working with customer facing teams and providing direct technical support.
• Willingness to be on-call for escalations and provide high-level customer support.

What We Offer:

• Health Insurance including Medical and Dental
• Health Care Spending Account (HCSA – dependent on the plan chosen)
• Employee Assistance Program (EAP)
• Retirement plans
• Paid Time off
• Volunteering Time off
• Employer Savings Plan Matching (includes RRSP, TFSA, and EPSP)
• Employer Paid DC Pension
• Maternity and Parental Leave Top-Up
• Fitness Reimbursement Program
• Flexible Work Schedule where you will work with your manager to enjoy a work schedule that can be flexible with your personal life.

This position is part of a job family. Experience will be the determining factor for position level and compensation.

At Rockwell Automation we are dedicated to building a diverse, inclusive and authentic workplace, so if you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right person for this or other roles.

#LI-Hybrid

#LI-SS1

We are an Equal Opportunity Employer including disability and veterans.

If you are an individual with a disability and you need assistance or a reasonable accommodation during the application process, please contact our services team at [phone].

Rockwell Automation’s hybrid policy aligns that employees are expected to work at a Rockwell location at least Mondays, Tuesdays, and Thursdays unless they have a business obligation out of the office.

Rockwell Automation, Inc. (NYSE: ROK), is a global leader in industrial automation and digital transformation. We connect the imaginations of people with the potential of technology to expand what is humanly possible, making the world more productive and more sustainable. Headquartered in Milwaukee, Wisconsin, Rockwell Automation employs approximately 28,000 problem solvers dedicated to our customers in more than 100 countries. To learn more about how we are bringing the Connected Enterprise to life across industrial enterprises, visit www.rockwellautomation.com .

We welcome all makers, forward thinkers, and problem solvers who are looking for a place to do their best work. And if that’s you we would love to have you join us!