Field Technical Support Engineer

At least 25% travel to customers across North America to resolve issues onsite and perform maintenance on a regular basis

Investigate, troubleshoot, and resolve issues with a world leading high-tech product on a very detailed level, including but not limited to:

IVISYS hardware (cameras, lasers, computers, PLC, electrical wiring, sensors, pneumatic, conveyor belt, etc.), software, network connectivity and more

Provide general users assistance in technical matters

Compile bug reports and feature requests for development in DevOps, liaison with the developers, the production and project teams to be on top of ongoing activities

Monitor our product Pallet AI remotely; take preventive action when needed

Monitor the ticketing system and ensure timely responses to customer issues

Participate in installing new Pallet AI machines by installing and configuring the software, assist in robot control set up and adjust pallet measurement tolerance

Add new customers, new users and general administrative tasks related to ticketing system, asset management system and other applicable tools

Even further enhance customer satisfaction by being an excellent communicator

Develop standard procedures and best practices - document processes/procedures/instructions/guides and update when needed

Promote team collaboration with remote IVISYS team members located in Stockholm and Gothenburg

Document knowledge in the form of knowledge base tech notes and database of resources

Actively drive improvements beneficial to the team, to IVISYS, to our products and to customers

Participate in the new release process by installing product upgrades as needed

Experience from a startup/scale up company

Experience working in a company with operation in time zones outside of the U.S.

Solid understanding of software in a hardware context