Mujin is the future of industrial robotic systems in production and distribution environments. Our technology gives robots perception and awareness, enabling them to take on more advanced tasks. Our aim is to revolutionize the use of robotics within industry to free human resources from labor intensive tasks to focus on more intellectual challenges. The Customer Support Engineer will provide technical assistance and support to customers using Mujin's advanced robotic systems. This individual will work under the guidance of a Senior Engineer and play a key role in troubleshooting customer issues, performing root cause analysis (RCA), and providing solutions. The role includes a structured onboarding program where the candidate will receive mentorship and cross-training with multiple technical teams, ensuring a strong system-level understanding. This is an excellent opportunity for a motivated individual to grow their technical expertise in robotics and automation. The individual selected for this role will complete a structured training program guided by a Mujin engineer with system-level knowledge to gain proficiency in Mujin systems, controllers, and support tools. Additionally, onboarding will include participation in cross-team training with the Vision, Fleet Manager, and Integration teams to ensure comprehensive system-level understanding. Responsibilities:
- Assist with managing and resolving customer support tickets, focusing on troubleshooting hardware and software issues under supervision
- Provide initial analysis and solutions for non-complex issues
- Escalate complex tickets to senior engineers when necessary
- Serve as a point of contact for low- to mid-complexity customer support tickets under supervision
- Provide clear and effective communication to customers about troubleshooting progress and issue resolution
- Use Mujin systems and relevant tools to help diagnose issues and suggest solutions
- Contribute to Root Cause Analysis (RCA) for simple recurring issues under supervision
- Assist with testing and deploying patches after approval by senior staff
- Use Freshdesk and other service tools to monitor and track customer support cases
- Assist with updating and maintaining customer documentation and troubleshooting resources
Qualifications:
- Bachelor's degree in engineering, computer science, or a related field
- Knowledge of robotics systems or a keen interest in developing expertise in robotic automation
- Programming skills in Python, HTML, or C++
- Excellent problem-solving skills and eagerness to learn through hands-on experience
- Strong communication skills for interacting with customers and internal teams
- Ability to work in a fast-paced environment and adapt to new challenges quickly
- Travel up to 35% as needed to support customers
Preferred:
- Previous experience in technical support or working in an industrial automation or robotics environment
- Familiarity with support ticketing systems (e.g., Freshdesk) or customer management platforms
- Experience with troubleshooting electromechanical systems is a plus
Since our expansion to North America, we have encountered substantial demand for our groundbreaking robotics technology. If you're seeking a job in cutting-edge robotics and automation, Mujin offers an exciting opportunity to work with state-of-the-art technology and be at the forefront of the industry's advancements. As part of the Mujin team, you will have the opportunity to work with some of the leaders in the robotics space, as we work together to change the face of industrial automation. EEO Statement Mujin Corp. is committed to providing equal employment opportunities for all employees and applicants, without regard to race, religion, color, sex, sexual orientation, gender identity or gender expression, national origin, age, pregnancy, physical or mental disability if the individual is otherwise qualified, genetic information, military or veteran status, marital status, familial status, parental status, HIV/AIDS status, sickle cell trait, DNA analysis, or any other protected characteristics as governed by federal, state, and local laws. This policy applies to all the Company activities, including hiring, placement, promotion, discipline, termination, compensation, and training.