Customer Support Network Engineer

As a Customer Support Network Engineer, you’ll have the opportunity to work with and advise industrial customers at multiple points in their journey of using Micropsi’s groundbreaking AI software for robot autonomy, MIRAI.

In addition to customer support activities to troubleshoot and resolve technical issues, this role will advise customers in the planning and preparation phases to deliver an exceptional customer experience: Before customers install MIRAI, you will be providing expert advice to customers, and internal sales and delivery teams. After MIRAI has been installed, you’ll act as a support engineer, working alongside account teams to ensure customers are successful with MIRAI in their manufacturing environments.

Ideal candidates will understand IT/OT layers and the importance of shop floor networks, as well as be proficient with network management tools and understand a variety of corporate network architectures.

• Provide expert technical guidance and support to customers and prospects to explain the networking requirements of our ML software, which is deployed into industrial factory settings with unique IT/OT network architectures 
• Support customers and our customer facing teams to prepare factory sites for deployment 
• Incidence response and management for the subset of support tickets related to networking, working closely with internal teams to determine whether networking may be a cause for observed failures 
• Document learnings to build a knowledge base  
• Manage and track support / incident tickets 
• Provide input to build internal processes and best practices, as well as implement corrective and preventative actions for process failures 

• B.S. in EE, CIS, IT, or a related field 
• 6 - 8+ years of working experience 
• Networking Fundamentals: Understanding of basic networking concepts, including TCP/IP, subnetting, DNS, proxies, gateways, the OSI layer model, and common protocols.  
• Network Management Tools: Proficiency in using network management tools on Linux and Android platforms. Experience with Windows clients e.g., to configure a Windows PC to join a specific network. 
• Network Troubleshooting: Ability to diagnose and resolve network issues. 
• Wireless Networking: Experience with Wi-Fi standards and troubleshooting wireless connectivity issues.  
• Firewall and Security: Knowledge of firewall configurations, VPNs, and security protocols to protect network integrity. 
• Excellent communication and presentation skills (written and verbal) 
• Attention to detail and strong organization skills
• Excitement to work in a growth stage start-up
• Travel: Some travel may be required, domestically and internationally

• Routing and Switching: Familiarity with routing protocols (e.g., OSPF, BGP) and switching technologies. 
• Familiarity with manufacturing shop floor / OT networks

• 401k retirement program with company matching. 
• 22 days annual PTO
• 100% coverage of medical, dental & vision insurance. 
• Personal development budget for training