About the Team
The IoT Software team writes Orb software and firmware using Rust, C, and Python. Frequent collaborators include the Hardware (bring-up, manufacturing, adding new sensors, etc.), AI (neural networks controlling the autofocus, etc.), and Cloud teams. IoT Software team members are primarily located in Berlin and San Francisco, although some work remotely.
About the Orb
The Orb—arguably the world’s best iris scanner—is a chrome sphere full of optics, computation (CPUs, GPUs, and microcontrollers), and radios for communication with both smartphones and servers in the Cloud. Microcontrollers run an RTOS at the lowest level communicating with hardware like stepper motors and voltage supplies. The CPU has significant security requirements and has a TEE, but our Rust programs run under Ubuntu. The software in Rust is arguably the "heart" of the Orb, where it communicates with the Cloud, a smartphone app, and microcontroller firmware, hence the optical system (by controlling camera focus, gimbals, multispectral imaging sensors, etc.).
About the Opportunity:
We are looking for a Technical Support Engineer that will work closely with the IoT Software team to solve technical issues with Orbs in the field.
In this role you will:
- Gather and transmit an Orb Operator’s technical issues to the team.
- Help users get to a resolution on their questions and issues in as timely a manner as possible.
- Clearly document any bugs or gaps that need to be addressed for the engineering team.
- Own the solution for the customer—get timing estimates from engineering and proactively set customer expectations
- Develop knowledge base content to help our customers “self-service”. Content will include training videos, written documentation, and email announcements
- Make recommendations to the product team for product enhancements, to improve the customer experience
About You:
- Basic technical knowledge of Linux
- Strong technical troubleshooting skills
- Great communication skills
- Experience working with customers and technical teams
- Aptitude for learning new products, processes, and systems
- Operates with empathy, professionalism, and a sense of urgency
- Excellent attention to detail
- Experience working with IoT devices is a plus
- Ability to speak multiple languages is a plus