Careers

The Percepto team is constantly pushing the boundaries
of what’s possible with hardware, software and AI.

Technical Support Shift Lead (US, FL)

US - FL · Full-time

About The Position

Percepto is the leading provider of autonomous inspection and monitoring solutions, harnessing robotics, including our very own market-leading industrial drone-in-a-box solution. Our team is made up of software and hardware engineers, industry experts and professionals who are all passionate about innovation and driven to push the boundaries of what’s possible with software, AI, and hardware. We are a fast growing company with offices in Israel, the U.S. and Australia, with Fortune 500 clients around the world. Our company growth is not stopping any time soon, and we are looking for great talent like you to join our team.

We seek an experienced Technical Support Team Lead to join our North Americas Support Team. This position offers a substantial opportunity to exercise your in-depth knowledge of hardware and software platforms. You will work with various customers and play a critical role in their day-to-day support.

 Why join Percepto? We care about the people we work with. we want our team members to grow and develop professionally, to find their job rewarding and intellectually stimulating, and of course - to have fun and feel that they are part of the Percepto family.

Responsibilities

  • Lead the daily support shift, conducting sync meetings, prioritizing and tracking work, and driving for resolution.
  • Assume responsibility for managing the daily support shift, ensuring smooth operations and effective problem resolution.
  • Review and analyze daily ticket investigations, providing Level 3 support for escalated technical issues.
  • Assume ownership of the technical problems reported by our customers and triage them as needed.
  • Process customer inquiries containing technical issues and feedback to provide solutions and resolutions.
  • Adhere to procedures for properly escalating issues to the appropriate internal teams and key stakeholders.
  • Manage and maintain updated records of failures, maintenance activities, and bugs.
  • Contribute to the company's support knowledgebase and manage and maintain relevant support guides/articles. You will also be responsible for the team’s competency to perform.
  • Maintain the company's SLAs as established to support our customers.
  • Engage in customer meetings to address support issues and requirements.
  • Participate in on-call rotation for urgent support needs: once a week, 5pm - 12 am
  • Collaborate with R&D and product teams to prioritize issues and push for resolution.

Requirements

  • 3-5 yrs work experience as a Technical Support Engineer Lead or similar role 
  • Bachelor's degree in engineering, computer science, or related field.
  • Hands-on experience with Windows and Linux operating systems.
  • Solid understanding of how hardware and software platforms interact with one another.
  • Effective troubleshooter and problem-solver.
  • Exceptional English communication skills – both written and oral.
  • Ability to prioritize varying workloads, and communicate and escalate technical issues to stakeholders.
  • Strong familiarity with CRMs and ticketing/support systems (Zendesk, Salesforce, Intercom, Freshdesk)
  • Proficiency in scripting, python, or C.
  • Experience with UAV/UAS systems - Nice to have.

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