Remote Support Engineer

Dexory; United Kingdom; Remote; GBP 30,000 - 50,000; Full time

Job summary

An innovative firm is seeking a Remote Support Engineer to ensure the seamless operation of autonomous robots. This role involves monitoring robot performance, diagnosing issues, and providing real-time support to clients and technical teams. Working night shifts, you will collaborate with engineering teams to enhance robot reliability and contribute to a robust toolkit for operations. The company values high performance and commitment, offering a supportive environment and various benefits, including private healthcare and share options. Join us in redefining logistics solutions through cutting-edge technology.

Benefits

Share options

Private healthcare

Life insurance

Income protection

Pension plan

Employee Assistance Programme

25 holidays per year

Full meals onsite

Fun team events

Snacks in the office

Qualifications

• Proven experience in remote monitoring and helpdesk support.
• Proficiency in using monitoring and diagnostic tools.

Responsibilities

• Monitor the autonomous operation of robots deployed in the field.
• Handle incoming alerts and manual interventions using teleoperation tools.
• Prepare and deliver regular reports on system performance.

Skills

Remote monitoring experience

Helpdesk support

Problem-solving skills

Communication skills

Time management

Experience with autonomous mobile robots

Tools

Monitoring tools

Diagnostic software

Job description

About us:

At Dexory, we're developing advanced software powered by cutting-edge robots that are transforming the very face of global logistics. With infectious enthusiasm, our unique blend of disciplines work in harmony to produce results at pace. From hardware and manufacturing to software, AI and commercial, we're one team - one heart - that beats, learns and grows together.

Role:

As a Remote Support Engineer, you will be responsible for ensuring the seamless operation of our autonomous robots by remotely monitoring their performance, diagnosing issues, and providing real-time support to our clients and technical teams. You will play a crucial role in maximizing the efficiency and reliability of our robotic systems.

This will be a night shift operating over 6pm-6am; 4 days on and 4 days off. Despite this being a remote role, all applicants must be based in the UK and be able to work without visa sponsorship as we cannot provide this.

Your key responsibilities will include:

• Monitor the autonomous operation of robots that are deployed in the field
• Handle incoming alerts and manual interventions as they occur using teleoperation tools
• Contribute to the definition, documentation, and implementation of a robust toolkit for expanding the monitoring and operations team
• Collaborate with the engineering and development teams to identify recurring issues and suggest improvements in robot design, software, or processes to enhance overall reliability
• Take responsibility for raising internal tracking tickets for unexpected failures and building reports for the internal team
• Prepare and deliver regular reports on system performance, incident trends, and the effectiveness of remote support efforts to management and relevant stakeholders.

You will need:

• Proven experience in remote monitoring or helpdesk support; speaking to customers directly about technical issues.
• Proficiency in using monitoring and diagnostic tools and software.
• Excellent problem-solving skills and the ability to think quickly under pressure.
• Effective communication skills, both written and verbal, with the ability to explain technical concepts to non-technical stakeholders.
• Ability to work independently, prioritize tasks, and manage time effectively in a remote work environment.
• Ability to work the night shift on a 4 on-4 off rota
• Experience with autonomous mobile robots is a plus.

Benefits

Starting from the interview process and continuing into your career with us, you will be working by our four Operating Principles:

• Performance: High standards, outstanding results,
• Impact: Big challenges, bigger results
• Commitment: All in, every time
• One team: One mission, shared success

Joining our team and company isn't just about expertise; it's about embracing uncertainty with ambition. We're crafting world-changing solutions, fueled by a passion to redefine what's possible. We will look for you to help create and shape the future of logistics solutions through our products, our culture and our shared vision.

You will also receive:

• Share options
• Private healthcare via Bupa with 24/7 medical helpline
• Life insurance
• Income protection
• Pension: 4+% employee with option to opt into salary exchange, 5% employer
• Employee Assistance Programme - mental wellbeing, financial and legal advice/support
• 25 holidays per year
• Full meals onsite in Wallingford
• Fun team events on and offsite, snacks of all kinds in the office

AAP/EEO Statement

Dexory provides equal employment opportunities to all employees and applicants for employment. It prohibits discrimination and harassment of any type without regard to race, colour, religion, age, sex, national origin, disability status, genetics, protected veteran status, or any other characteristic protected by local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.