Technical Support Engineer Position Available In Essex, Massachusetts

AutoStore™ holds a simple yet powerful vision: to store and move things for everyone, everywhere. Founded in Norway, we’ve grown into a global technology company. AutoStore uses advanced software to automate and orchestrate order fulfillment. Our goal is to ensure orders arrive faster than ever, with minimal environmental impact. That’s how we help brands exceed customer expectations. We have more than 1600 systems in nearly 60 countries, and we grow continuously as a community of employees, partners, customers, suppliers, and connected technologies. Automation should make life easier, and by listening carefully to our community, we innovate to meet the industry’s most complex needs. With AutoStore™, brands gain speed, efficiency, and improved workplaces. And much more floor space. AutoStore – moving things forward.

The Role:

As a Technical Support Engineer at AutoStore, you will serve as a key technical expert providing comprehensive support to our partners. This role combines technical troubleshooting expertise with relationship management, ensuring our partners receive exceptional service and maintain strong confidence in our solutions.

Key Tasks and Responsibilities:

Lead technical problem investigation and root cause analysis, developing and documenting solutions that strengthen partner relationships Respond efficiently to diverse support cases including incidents, spare parts, warranty claims, delivery quality issues, and robot repairs Provide regular on-site support to partners and trade shows as needed, demonstrating proficiency in all AutoStore modules Attend and actively participate in weekly Technical Support meetings to stay updated and contribute insights Proactively meet personal and team key performance indicators (KPIs) to ensure efficient support delivery Contribute to the knowledge base by writing informative articles to assist partners in troubleshooting and resolving issues Serve as an instructor in AutoStore Academy trainings, sharing expertise and best practices with partners Maintain a thorough understanding of internal procedures and processes outlined in the Technical Support Rulebook Collaborate closely with internal teams, including Sales, R D, and others, to ensure readiness for service and support and provide valuable feedback from the support department Foster trusted relationships with partners and key stakeholders, ensuring effective communication and problem resolution Understand and can explain the key elements of AutoStore technology and business model Expect to regularly travel 10%-20% of the time

Key Qualifications:

1+ years of experience in a hands-on mechanically or electrically focused technical environment Bachelor’s degree in Mechanical Engineering, Robotics, or related technical discipline preferred (extensive relevant experience may substitute) Demonstrated ability to quickly master complex technical systems Strong aptitude for both technical problem-solving and customer training Excellent communication and relationship-building skills Willingness and ability to travel 10-20% of the time

We Offer:

AutoStore believes in taking care of employees and is dedicated to providing a supportive and rewarding work environment. Join us in our mission to store and move things for everyone, everywhere. Comprehensive Medical, Dental, and Vision plans Health Savings Account (HSA) with a company contribution Generous Paid Time Off including 12 holidays, paid exercise time, paid volunteer time, and paid parental leave plans for all new parents Retirement 401(k) plan with employer match and discretionary profit sharing contribution Educational assistance and professional development programs including mentorship/coaching programs with external industry leaders Additional benefits include Group Life Insurance, Voluntary Additional Life Insurance, Disability Insurance, Employee Assistance programs, and more! AutoStore is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth, pregnancy-related conditions, and lactation), gender identity or expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, genetic information, or any other characteristic protected by applicable federal, state, or local laws and ordinances. Recruitment Agencies AutoStore does not accept agency resumes or assistance. Please do not forward resumes to our jobs alias or AutoStore employees. AutoStore is not responsible for any fees related to unsolicited resumes. We believe that following a defined and structured recruitment process will ensure that we have a fair and equal process for all candidates. We focus on finding the right talent and have designed our process to reduce biases and have a good candidate experience. For that reason, we are not accepting open applications, but encourage you to set up a job alert on our recruitment page to be notified when the next opportunity arises within your field of interest. Try our brand new AutoStore Pathfinder! Here you will be able to take a short questionnaire and read about where in our organization your skillset and personality can be a fit???? AutoStore, founded 1996, is a warehouse robot technology company that invented and continues to pioneer cube storage automation, the densest order-fulfillment solution in existence. Our focus is to marry software and hardware with human abilities to create the future of warehousing. We are a value driven organization, with our people being our most important asset. Lean, Bold, and Transparent manifest itself in everything we do, and are pushing borders to increase efficiency, safety and develop new products for our customers. AutoStore was born out of the great idea for storing goods like Rubik’s Cube, instead of Dominos. We are now looking for talent that share our values and curiousity for new technology and development