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Support Engineer at Dexory, Remote

As a Remote Support Engineer, you will join our Client Operations team, where 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 day shift operating over 6 am-6 pm; 4 days on and 4 days off.

Responsibilities: 

• Monitor the autonomous operation of robots that are deployed in the field
• Handle incoming alerts and manual interventions as they occur using teleoperation tools
• Experience in a customer-facing technical support or helpdesk role with confidence in responding to customer enquiries, troubleshooting issues, and communicating solutions clearly to non-technical users.
• 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.

Qualifications:

• 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

*We value the right attitude, humility and we’re as interested in your character as we are in your talent. Please apply, even if you feel you only meet part of our listed criteria. Diversity drives innovation and we offer an international and friendly work environment with an energetic company culture

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:

• 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.

We are unable to provide sponsorship or relocation for this role