Applications Engineer- L2 Support

Magna International, Inc.; Lowell (MA); In loco; USD 67.000 - 124.000; Tempo pieno

Descrizione del lavoro

Magna International is seeking an Application Engineer- L2 Support to ensure the smooth operation of autonomous mobility solutions. You will diagnose and resolve hardware and deployment issues across sites, collaborating with international teams to provide effective support.

Join Magna New Mobility's efforts to advance AMR technology and be part of a dynamic, global team with opportunities for growth. Travel up to 25% may be required to support deployments and service at multiple locations.

Competenze

• 2+ years of experience in technical support or hardware troubleshooting.
• Experience with Zendesk for ticket management.
• Experience with Jira for triage and escalation.
• Ability to diagnose hardware and deployment issues across sites.
• Strong cross-functional collaboration and documentation skills.
• Willingness to travel up to 25% domestically and internationally.

Mansioni

• Serve as the primary point of contact for site-based AMR hardware issues reported via Zendesk.
• Collaborate with on-site teams and customers to gather information for troubleshooting.
• Conduct initial triage, diagnosis, troubleshooting, and resolution to minimize downtime.
• Use Jira to triage issues, categorize severity, and prioritize tasks.
• Escalate unresolved issues to engineering with context and diagnostics.
• Act as liaison between customers, deployment teams, and engineering internationally.
• Document all support interactions in Zendesk and maintain records.
• Contribute to knowledge base updates and troubleshooting guides.
• Provide feedback to engineering on recurring issues to inform product improvements.

Conoscenze

Technical support

Hardware troubleshooting

Robotics

Zendesk

Jira

Cross-functional collaboration

Documentation

Communication to non-technical

Travel readiness

Strumenti

Zendesk

Jira

Descrizione del lavoro

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What we offer:

At Magna, you can expect an engaging and dynamic environment where you can help to develop industry-leading automotive technologies. We invest in our employees, providing them with the support and resources they need to succeed. As a member of our global team, you can expect exciting, varied responsibilities as well as a wide range of development prospects. Because we believe that your career path should be as unique as you are.

Group Summary:

Magna New Mobility is a business unit inside Magna International leveraging Magna's technology building blocks, developing new capabilities, and entering new markets and use cases. Our products include advanced solutions for urban markets, industrial intralogistics, commercial and autonomous vehicles. Magna New Mobility is also creating advanced software solutions that integrate with next-generation hardware. Our software is a core driver - turning our hardware into smart, integrated platforms for partners eager to advance the mobility sector. Magna's New Mobility group is not just about building individual technologies; we aim to create integrated solutions that address the complex challenges of moving people efficiently and cost effectively in the 21st century. Join us in advancing and shaping the future of mobility.

Job Responsibilities:

Join our team as an Application Engineer- L2 Support and play a key role in ensuring the smooth operation of our autonomous mobility solutions. In this position, you'll be responsible for diagnosing and resolving hardware and deployment issues across various sites, working closely with international teams to provide effective support. This role offers the opportunity to apply your troubleshooting skills, collaborate with engineering teams, and contribute to the ongoing improvement of our innovative AMR systems in a fast-paced, supportive environment.

What you will be doing in this role:

• Serve as the primary point of contact for site-based issues involving AMR hardware reported via Zendesk
• Collaborate with on-site teams and customers to gather relevant information for troubleshooting, identifying potential hardware failures or integration issues
• Conduct initial triage, diagnosis, troubleshooting, and resolution of issues to minimize downtime and ensure operational continuity
• Use Jira to triage incoming issues, categorize severity, and prioritize tasks effectively
• Escalate unresolved or complex issues to the appropriate engineering teams via Jira, providing comprehensive context and diagnostics
• Act as a liaison between customers, deployment teams, and engineering to facilitate timely resolution, including working effectively with international teams
• Document all support interactions thoroughly within Zendesk, maintaining accurate records of issue status and resolutions
• Contribute to knowledge base updates, troubleshooting guides, and best practices to improve support efficiency
• Provide feedback to engineering teams on recurring issues or systemic problems to inform product improvements

What you should bring to this role:

• 2+ years of experience in technical support, hardware troubleshooting, or related roles, preferably within robotics, automation, or hardware deployment environments
• Proven ability to diagnose and resolve complex hardware and deployment issues across diverse site environments
• Demonstrated success in collaborating with cross-functional teams and generating support documentation based on knowledge acquired
• Proven ability to communicate technical issues clearly to non-technical stakeholders
• Experience working with Zendesk for managing customer support tickets
• Proficiency in Jira for issue triage, tracking, and escalation
• Familiarity with hardware components, chargers, or robotics systems is a plus
• Ability to travel domestically and internationally up to 25%

Hiring Base Salary Range:

$66,800 - $124,200 (Salary to be determined by the education, experience, knowledge, skills, and abilities of the applicant, internal equity, and alignment with market data). In addition to base salary, some positions are eligible for an annual performance based bonus

Awareness, Unity, Empowerment:

At Magna, we believe that a diverse workforce is critical to our success. That's why we are proud to be an equal opportunity employer. We hire on the basis of experience and qualifications, and in consideration of job requirements, regardless of, in particular, color, ancestry, religion, gender, origin, sexual orientation, age, citizenship, marital status, disability or gender identity. Magna takes the privacy of your personal information seriously. We discourage you from sending applications via email or traditional mail to comply with GDPR requirements and your local Data Privacy Law.

AI-Assisted Screening Disclosure

As part of our commitment to a fair, consistent, and efficient recruitment process, we may use artificial intelligence (AI) tools to assist in the initial screening of applications submitted through our Workday system. These tools help identify qualifications and experience that align with the role requirements. Please note that AI is used solely to support our recruiters. Final decisions are always made by the hiring manager and the hiring team. Importantly, no applicant data is shared externally through these AI tools. All information remains securely within our systems and is handled in accordance with our privacy and data protection policies. Under conditions defined by applicable law, you may have the right to request an explanation of how AI is used to support decision-making. If you have any questions or concerns about this process, feel free to contact our Talent Attraction team.

Worker Type:Regular / PermanentGroup:Magna Corporate