Experienced Full Stack Technical Support Specialist – Mechatronics and Sustainable Packaging

Are you a problem-solver with a passion for innovation and teamwork? Do you thrive in fast-paced environments where no two days are the same? If so, we want to hear from you! arenaflex is a cutting-edge company that's revolutionizing the way we approach mechatronics and sustainable packaging. We're seeking an experienced Technical Support Specialist to join our Mechatronics & Sustainable Packaging Customer Experience (MSP CX) team, where you'll have the opportunity to work with advanced robotics technology and make a real impact on our customers' experiences.

About arenaflex

arenaflex is a forward-thinking company that's dedicated to applying cutting-edge advances in robotics and software to solve real-world challenges. We're a team of passionate individuals who are driven by a shared vision of transforming our customers' experiences in ways we can't even imagine yet. Our Mechatronics & Sustainable Packaging Customer Experience (MSP CX) team is responsible for providing support to internal fulfillment and transportation network customers that rely on advanced robotics technology to fulfill and ship customer orders.

Key Responsibilities

As a Technical Support Specialist on the MSP CX team, you'll work directly with hardware engineers, regional support managers, operations leaders, and site-level maintenance teams to maximize the performance of advanced robotics systems. Your key responsibilities will include:

• Developing deep technical and functional subject matter expertise to work directly with our fulfillment center operators and maintenance teams to solve complex and time-sensitive problems
• Handling escalations, diagnosing, and resolving complex issues related to mechanical, electrical, and control systems
• Managing problems escalated from sites, developing metrics and software tools to proactively monitor system performance, push threshold-based alerts, and produce daily, weekly, and monthly reports
• Developing and implementing standard operating procedures and feedback mechanisms to ensure the MSP CX team is constantly gathering customer feedback and using that feedback to improve service
• Providing remote technical support for escalated issues involving industrial automation systems
• Assisting local maintenance teams in diagnosing and troubleshooting mechanical, electrical, and control system problems and guiding them through standard repairs
• Offering programming and configuration support for new installations of critical system components
• Ensuring meticulous maintenance and continuous updating of internal documentation repositories, detailing all troubleshooting processes and repair activities
• Documenting and analyzing new or unique issues encountered in the field, delivering detailed reports to engineering teams for further investigation and resolution
• Efficiently managing multiple escalations simultaneously, ensuring timely and effective resolution in a fast-paced environment
• Participating in a 24/7 on-call rotation to provide continuous support and ensure rapid response to critical issues as they arise

Requirements

To be successful in this role, you'll need:

• A Bachelor's degree in Engineering (Mechanical, Electrical, Industrial, or related field)
• 5+ years of experience in a controls engineering or support role, with a strong background in industrial automation
• Extensive knowledge of PLCs, VFDs, and/or EOATs, related robotic system components, and integrated control architectures
• Excellent analytical and problem-solving skills with understanding of the interplay between mechanical, electrical, and control systems
• Strong verbal communication skills, capable of effectively guiding and instructing teams from a remote position
• Strong technical writing skills and ability to articulate complex technical subjects to various stakeholder audiences
• Demonstrated ability to work independently, managing and prioritizing multiple escalations efficiently
• Previous experience in a remote technical support role, providing guidance and troubleshooting for complex automation systems
• Previous experience managing vendor relationships
• Previous experience developing and delivering in-depth product support training
• Previous experience with thermal printing technology, barcode scanning systems, and laser measurement devices
• Familiarity with specialized conveyor systems, including diverter mechanisms and high-speed sorting
• Professional certifications in industrial automation or related fields (e.g., Siemens, Rockwell Automation, FANUC)
• Knowledge of industry safety standards and protocols relevant to industrial automation and machinery
• Previous experience with AWS services such as Amazon Cloudwatch

What We Offer

As a Technical Support Specialist on the MSP CX team, you'll have the opportunity to work with advanced robotics technology and make a real impact on our customers' experiences. You'll also enjoy:

• A competitive salary and benefits package
• Opportunities for career growth and professional development
• A dynamic and collaborative work environment
• The chance to work with a talented team of individuals who are passionate about innovation and problem-solving
• A comprehensive training program to ensure your success in the role
• Access to cutting-edge technology and tools to support your work
• A flexible and remote work arrangement, with opportunities to work from home or on-site at our facilities

How to Apply

If you're a motivated and experienced Technical Support Specialist looking for a new challenge, we want to hear from you! Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you and learn more about your qualifications and experience.

About arenaflex

arenaflex is an equal opportunity employer and is committed to creating a diverse and inclusive workplace. We welcome applications from qualified candidates of all backgrounds and perspectives.

Compensation and Benefits

arenaflex offers a competitive salary and benefits package, including medical, financial, and other benefits. Our compensation reflects the cost of labor across several US geographic markets, and pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience.

Total Compensation Package

arenaflex is a total compensation company, and our total compensation package may include equity, sign-on payments, and other forms of compensation in addition to a full range of medical, financial, and/or other benefits. For more information, please visit [insert website URL].

Equal Opportunity Employer

arenaflex is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit [insert website URL]. Apply for this job