Job Title: Support Engineer

Location: Nashville, TN

Salary: $83K-$105K

Position Summary: We are looking for a Support Engineer in Nashville with experience in innovative robotics systems, resolving system level issues, both hardware and software, to help a growing, dynamic company in the connected device tech area. To be successful in this role, a system support engineer must have strong technical skills, excellent problem-solving abilities, and effective communication skills. They should be able to work well under pressure and be able to handle multiple tasks simultaneously. A bachelor's degree in computer science or a related field is typically required, along with relevant experience.

What you'll do: We are agile, and so our days and duties can vary. In this role, you will primarily be responsible for the following duties:

• You will be responsible for maintaining and troubleshooting the control systems to ensure they continue to operate effectively. This may involve performing routine maintenance, diagnosing and fixing problems with the control system, and updating software and hardware as needed. Working with innovative Robotics systems troubleshooting system level issues both Hardware and Software. Monitor control systems using software and programming languages like Python, or ladder logic
• Creating and maintaining technical documentation, including system design, installation, and troubleshooting guides. creates and maintains documentation related to the design, programming, testing, and maintenance of the control system. This includes writing user manuals, system specifications, and test reports.
• Troubleshoot and resolve issues with Linux system configuration issues and device drivers. Support Windows and Linux servers on premise.
• Updating and troubleshooting human-machine interfaces (HMIs) to provide systems support specialists with a clear understanding of system performance.
• Providing technical support to end-users, including training and instruction on system use.
• Staying current with industry developments and advancements in control system technology, including hardware and software upgrades.
• Apply system level configuration changes in support of new production introduction.
• Expected to work both onsite and on-call.
• Deploy and/or maintain infrastructure using tools such as Ansible, Dell OpenManage, and Git.
• Respond and resolve issues quickly to minimize downtime, ensuring operations run smoothly.
• Provide detailed descriptions of the state of the system and provide insight as to the cause of the issue and preventive measures.
• Capture supporting data, including system logs, images, and any reproduction steps necessary to investigate issues as needed by other Apkudo teams
• Plan and perform system maintenance activities including parts planning and replacement.
• Experience partnering with vendors and customers to solve problems and build solutions.
• Ability to work with remote people effectively in an onsite capacity by troubleshooting issues without a clear description of the problem.
• Comfortable working as part of a distributed team and communicating with both technical and non-technical users.
• Other duties as required.

What you'll need: We come together to deliver for each other and our customers, and we know there are many paths to performing well. That having been said, we rely on you to come up to speed fast and deliver great work without too much guidance, so we think it would be hard to do that without:

• Ability to read ladder logic, PLC programs and troubleshoot PLC functions.
• Ability to program and troubleshoot control circuit devices such as photoeyes, solenoids, limit switches, indicating lights, safety switches and cameras and controllers.
• Working knowledge with routers, switches and integrating equipment.
• Ability to analyze, troubleshoot and repair belt shafts, drives and gear reducers, work with pneumatic circuits involving cylinders and solenoid values.
• Experience working with various sensors, including but not limited to Lidar, radar, camera, IMU, GPS, encoders, I/O, PLC and solenoids.
• 3 + years of progressive system server and network support experience.
• Working knowledge of Yaskawa GP7 robot systems programming and troubleshooting.
• Success supporting, updating and deploying/maintaining Linux (Ubuntu, Debian) and Windows Server 2019 (and later).
• Scripting skills with Python, PowerShell, and/or Bash.
• Ability to work with remote people effectively in an onsite capacity
• Comfortable working as part of a distributed team and communicating with both technical and non-technical users
• Ability to troubleshoot issues without a clear description of the problem.
• Troubleshoot problems using local and cloud hosted tools.
• Able to work independently in a fast paced environment.
• Knowledge of networking architectures and protocols (switching, VPNs, VLANs, multiple ISPs, etc.) with cross-vendor functionality (Meraki/Cisco, Unifi, Checkpoint).
• Experience working with AWS Services such as Cloudwatch.
• Experience working with Dell servers, OpenManage, iDRAC and white box systems.
• Deployment and maintenance of configuration management tools like Ansible, Git, Prometheus, Grafana, Docker, KVM, QEMU, etc.
• Experience partnering with vendors and customers to solve problems and build solutions.
• Knowledge with programming and setting up industrial HMI.
• Knowledge on physical server and server OS troubleshooting.
• Customer management experience or working at customer sites is desired.

What we expect from everyone:

• Put people first (by helping others be at their best--and making sure we are, too)
• Communicate clearly (by speaking candidly, regularly, and respectfully to everyone)
• Own our work and the outcomes (by taking personal ownership to deliver on the commitments we make to our colleagues and our customers)
• Trust and be trustworthy (by acting with integrity and providing excellent work for each other and our clients)
• Value everyone's voice (because it's all about the best ideas--not bureaucracy).

What you can expect from us:

• 4 weeks of time off every year, including time off for volunteering and your birthday.
• Paid parental leave benefits.
• Flexible working hours and schedules (some positions-like this one-will do some on-call weekend work on occasion, but we expect you to take time off during the week to make up for it).
• Casual dress.
• A company-paid Google Pixel phone or a monthly credit to apply for your tech needs (including upgrading your bandwidth).
• 12 paid holidays, including Juneteenth and the day after Thanksgiving.
• A monthly wellness stipend that you can use for things like a meditation app, standing desk, gym equipment, etc.
• 401(k) matching up to 4%.
• Up to $5,250/year for certification, continuing education, and tuition reimbursement.
• We offer insurance coverage we're proud of for you, your family, and your spouse or domestic partner. We pay 100% of the cost of coverage for you for vision (through VSP), dental (through Guardian Dental), and some medical plans (through United Health Care, the largest health insurance company in the U.S.).
• HSAs, FSAs (health care, dependent care), and commuter benefits may reduce what you have to pay for these parts of your life.

About Apkudo:

We develop software and hardware platforms for the management of connected device supply chains. Through an applied combination of artificial intelligence, advanced analytics, and sophisticated automation, our platforms help rationalize and improve the reverse logistic supply chain for connected devices (e.g., smartphones, notebooks, watches, etc.) by injecting intelligence and transparency throughout the entire device lifecycle: from design, development, testing, and certification to forward and reverse logistics. We test and certify, triage, and provide stakeholders (OEMs, Carries, Insurers, and 3PL) with the data necessary to help them balance device quality, velocity, and precision across all supply chain processes to optimize device experiences and device value.

The Fine Print:

We are also an agile organization, and so the duties and description of this role (like every other at our company) may change at any time as we adapt.

This role will be located in Nashville. You will work mostly on-site and occasionally remotely. You may travel beyond the Nashville area 0-10% of your time (e.g. HQ in Baltimore, DFW, or another site). You should ideally be able to travel internationally as we are expanding to Europe and Australia.

The physical requirements include the ability to stand for prolonged periods, bending and climbing to access systems is also required. You will also be moving and installing servers and equipment upwards of 50 pounds (with assistance as needed).

This position is exempt under the Fair Labor Standards Act (FLSA).

Note: Apkudo is an Equal Opportunity employer. We are committed to diversity and inclusivity and to creating a culture where everyone feels respected and connected, no matter the location of their work. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.