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Job Title: Engineer - Software Support Engineer - Software Support GreyOrange seeks a talented and motivated TSE to support external customers for warehouse automation industry products. He will provide level 3 support for allocated product lines per decided SOPs. You are also responsible for sharing knowledge within the client service team and relevant feedback with R&D. Responsibilities: * Responsible for efficiently handling and resolving technical issues passed on by L2. Ensure timely and effective action as per decided workflow basis priority and severity for each ticket. Should ensure maximum issues are resolved without L4/R&D involvement. Should ensure adherence to committed SLAs for each reported issue. Should follow ticketing SOPs and ensure tickets are generated for R&D with all relevant technical details captured for every issue. Should follow internal escalation matrix based on severity and resolution time. Should ensure all relevant site-specific technical documentation and documentation regarding new product lines and/or features are accurately captured from R&D and shared with the Client Service team. Should support CSMs in developing an eminently capable and technically competent team of assistant client service managers and service engineers. Responsible for creating and monitoring software and hardware component-wise reliability metrics for each installation. Should develop a framework to predict potential/future failures and ensure requisite preventive measures are taken Required : Engineering graduate with at least 6 months of experience in a 24*7 Software Support role. Experience with Linux/Unix Experience with SQL Experience with scripting - Python/Shell/JS. Must have strong communication skills. WHY GO WITH GREYORANGE? At GreyOrange, we develop leading-edge fulfillment technology that gets the right product to the right place at the right time. In today’s age of immediacy, where customers expect to receive their order right away, retailers must take a completely new approach to compete. By leveraging AI, robotics and machine learning, GreyOrange transforms how businesses fulfill orders and keep promises to their customers. GreyOrange is a global company with core operations in North America, Europe, India and Japan. We apply modern thinking and technology to solve today’s fulfillment challenges – and we’re looking for modern minds to join us. About GreyOrange GreyOrange is a global leader in AI-driven robotic automation software and hardware, transforming distribution and fulfillment centers worldwide. Our solutions increase productivity, empower growth and scale, mitigate labor challenges, reduce risk and time to market, and create better experiences for customers and employees. Founded in 2012, GreyOrange is headquartered in Atlanta, Georgia, with offices and partners across the Americas, Europe and Asia. For more information, visit www.greyorange.com. Our Solutions The GreyMatter Multiagent Orchestration (MAO) platform provides vendor-agnostic fulfillment orchestration to continuously optimize performance in real time: the right order, with the right bot and agent, taking the right path and action. Currently operating more than 70 fulfillment sites across the globe (with deployments of 700+ robots at a single site), GreyMatter enables customers to decrease their fulfillment Cost Per Unit by 50%, reduce worker onboarding time by 90% and optimize peak season performance. In retail stores, our gStore end-to-end store execution and retail management solution supports omnichannel fulfillment, real-time replenishment, intelligent workforce tasking and more. Using real-time overhead RFID technology, the platform increases inventory accuracy up to 99%, doubles staff productivity, and enables an engaging, seamless in-store experience. Equal Opportunity Employer: Grey Orange Inc. is an equal employment opportunity employer. The company’s policy is not to discriminate against any applicant or employee based on race, colour, religion, national origin, gender, age, sexual orientation, gender identity or expression, veteran status, marital status, mental or physical disability, and genetic information, or any other basis protected by applicable law. Grey Orange also prohibits harassment of applicants or employees based on any of these protected categories. What’s in for you? At GreyOrange, we're not just offering a job; we're offering an experience. Join us, and you'll find more than just a workspace — you'll become part of a community driven by innovation and supported by a plethora of benefits designed to nurture both your professional and personal growth. Competitive Salary Health and Wellness Flexible work arrangement Personal Development Opportunities Employee Rewards and Recognition Team building Activities Workspace Amenities Show more Show less
