Job Title:
Support Engineer Lead
Location:
Dallas, TX
Position Summary:
We are seeking a talented and experienced lead Support Engineer to join our dynamic company in the connected device technology sector. In this role, you will play a critical role in ensuring the smooth operation of innovative robotics systems by resolving system-level issues, both hardware and software. Success in this position requires strong technical skills, problem-solving abilities, and effective communication. The ideal candidate should be adaptable, able to work under pressure, and capable of managing multiple tasks simultaneously. You will work with and lead others (between 6-7 direct reports). A Master's degree in computer science or a related field, along with relevant experience, is required.
What you’ll do:
- Maintain and troubleshoot control systems to ensure effective operation, including routine maintenance, problem diagnosis and resolution, and software/hardware updates. Collaborate with innovative robotics systems, addressing system-level issues in both hardware and software.
- Monitor control systems using software and programming languages like Python or Ladder Logic.
- Create and maintain technical documentation, including system design, installation, and troubleshooting guides.
- Troubleshoot and resolve Linux system configuration issues and device driver problems, supporting both Windows and Linux servers.
- Update and troubleshoot human-machine interfaces (HMIs) to provide clear insights into system performance.
- Provide technical support to end-users, offering training and guidance on system usage.
- Stay up-to-date with industry developments and advancements in control system technology, including hardware and software upgrades.
- Apply system-level configuration changes to support new production introductions.
- Be available for both on-site and on-call Pager duties, including responding to after-hours emergencies and covering L2 PTOs and PD.
- Deploy and maintain infrastructure using tools such as Ansible, Dell OpenManage, and Git.
- Respond promptly to resolve issues, minimizing downtime and ensuring smooth operations.
- Capture supporting data, including system logs, images, and reproduction steps for investigations by other Apkudo teams.
- Plan and perform system maintenance activities, including parts planning and replacement.
- Collaborate within an onsite and remote team and communicate effectively with both technical and non-technical users.
What you’ll need:
- BS in one of the following engineering disciplines Electrical Engineering, Mechanical Engineering, or Robotics Engineering or related fields. Relevant experience may substitute for and/or augment relevant degrees
- 5+ years of progressive customer support experience in a hardware and software environment is required (robotics experience is strongly preferred).
- 3+ years experience managing and providing team development and support.
- 3+ years of PLC experience in a Robotics processing environment
- 2+ years of experience deploying robotics systems into production environments and/or deployment and commissioning of robotics systems in production environments
- Experience with robotics systems used in the testing and evaluation of mobile devices is a plus
- Knowledge of Command Line Interface (CLI) such as Linux, Unix, and/or Bash/Shell required. Experience with memory, concurrency/synchronization, memory allocation, file systems, networking, and storage subsystems management preferred.
- Experience and working knowledge of Yaskawa GP7 robot systems programming and troubleshooting are strongly desired.
- Experience working with various sensors such as LiDar, Radar, camera, IMU, GPS, encoders, I/O, PLC, and solenoids.
- Knowledge of programming and setting up industrial HMI dashboards.
- Ability to read ladder logic, download, and Keyence KV-8000 PLC programs, and troubleshoot PLC functions.
- Ability to program and troubleshoot control circuit devices such as photo-eyes, solenoids, limit switches, indicating lights, safety switches, and Keyence cameras and controllers.
- Working knowledge of routers, switches, and integrating equipment.
- Ability to analyze, troubleshoot, and repair belt shafts, drives, and gear reducers, as well as work with pneumatic circuits involving cylinders and solenoid valves.
- Android or iOS Mobile device testing experience, as well as Linux and/or Mac tablets/notebooks/laptops
- Experience with programming languages such as Python is a plus
Our Core Values:
- Hooked on customers. Our passion for innovation propels our customers forward. We thrive on solving our customers’ problems, big and small.
- We communicate confidently and with generosity. We not only spread ideas, but we also spread understanding to help every team succeed.
- Champion the use of data. We use data to build solutions to problems, promote collaboration, and inform decisions for us and our customers.
- Proudly accountable. We follow through because the alternative is not an option. Every word, every action, and every result reflect the improvements we seek to make.
- Be you. We bring our whole selves to our work, our teams, and our customers. The collective ‘we’ will shine bright for all to see.
- I have your back. Trust and respect each other to do the right thing when someone needs an extra hand. We go farther together than we do alone.
- It matters how we show up. Sometimes bold, sometimes brave, always curious. We expect more of ourselves to be our best for the team.
What you can expect from us:
- Generous holidays plus your birthday off.
- Paid parental leave benefits.
- Casual dress.
- A company-paid Google Pixel phone or a monthly tech stipend that you can use for your tech needs.
- 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% or a 5% pension plan for employees of the UK.
- Up to $5,250/year for certification, continuing education, and tuition reimbursement.
- Competitive package with benefits.
About Apkudo:
Our Vision
Devices connect the world. We help ensure there will still be a world to connect.This is ambitious, on purpose. We must lean into our shared passion for change and do whatever it takes to do our part to regenerate resources and build sustainable processes and behaviors to leave the world a better place.
Those who do good, do well.
The Fine Print:
This role is primarily located in Dallas but may require travel within and beyond the DFW area, including international travel (Dubai and UK).Physical requirements include standing for prolonged periods, bending, climbing, and lifting equipment weighing up to 50 pounds.We are an agile organization, so the duties and description of this role (like every other at Apkudo) may change at any time as we adapt.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.
