Application Support Engineer at Advanced Navigation

Customer Experience, Full-Time, Sydney, AU sydney support engineering full-time
Description
Posted a month ago

Advanced Navigation is one of the world’s most ambitious innovators in AI robotics and navigation technology across land, air, sea and space. While our main headquarters are in Sydney, we have multiple research facilities in Australia and sales offices around the world. Since 2011, the company has experienced great success and has progressed into several deep, new technologies. Our fields of expertise include underwater sonar, GNSS, radio frequency systems, inertial sensors, robotics, quantum sensors and photonics.
 
Today, Advanced Navigation is a supplier to some of the world's largest companies, including Airbus, Boeing, Google, Tesla, Apple, and General Motors. We aspire to be the catalyst of the autonomy revolution and our technology can be seen in exciting applications across the globe. 
 
Hydrus, our revolutionary underwater robot will help restore oceans to a flourishing state. You will find our navigation systems in the autonomous Indy race cars and thousands of Plus AI autonomous trucks. We help farmers adopt autonomous farming equipment and assist in various fields of research. Switching to software, our cloud-based drone management platform helps patrol beaches for emergency rescues and shark tracking. Off-planet, we will deliver a navigation system for the next NASA moon landing. The applications of our technologies are quite limitless - where there is autonomy, you will find Advanced Navigation.

Our customer support team is focused on providing expert technical advice, problem analysis, and application support to new and existing customers. This role will be involved in troubleshooting complex software/hardware issues, as well as writing a variety of technical knowledge articles and reports. As a team member based at Head Office this role will also be involved in maintaining and improving some of the customer-facing tools and drivers. There will also be application testing involved and a requirement to travel nationally/globally for specialised support/sales opportunities and to conduct training, both customer and on-boarding/continued education internal training.

Role and Responsibilities:

  • Research, resolve, and respond to a variety of customer technical issues, while also liaising with our engineering team to resolve software and hardware bugs discovered during support investigations.
  • Support the sales team by meeting with our most important customers in person, and preparing them for customer engagements.
  • Collaborating with the Sales Team on the qualification, development and execution with the company’s technical solutions that meet and exceed the customer’s application and opportunities.
  • Manage and maintain the dedicated regional loan pool in collaboration with Sales Operations.
  • Organise and support customer loans both from a technical and administrative perspective.
  • Analyse and problem solve high-level complex issues and provide in-depth technical assistance to account executives, engineers, and product managers.
  • Facilitate and internally drive the RMA process from Head Office, also supporting the process for remote application engineers. 
  • Create and maintain internal and external support documentation including policies, standard operating procedures, guidelines, knowledge articles and customer facing tools (GUI’s and SDK’s etc...).
  • Develop and nurture successful long-term relationships with our customers by creating a best-in-class customer experience
  • Assist with training Support Application Engineers and Sales personnel globally.
  • Support the creation of customer-facing material by other customer engagement teams including Marketing and Product through technical review and if necessary data collection through testing.
  • Qualifications, Skills and Experience

  • Have studied at a higher education institution focussed on engineering
  • 3+ years of experience as a Solution/Application/Support Engineer or equivalent customer-facing role, preferably with experience supporting surveying, maritime, or robotic market segments
  • An ability to quickly communicate complex ideas around a technical topic, ideally on the fly at a whiteboard
  • A dedication to delivering a great customer experience while being a creative problem-solver in response to technical, product, and business questions
  • Experience working in support environments using integrated CRM systems as well as tools such as Matlab for data analysis.
  • Enjoyment in being in a fast-paced environment, to help customers accelerate their journey to creating an accurate position, velocity, acceleration and orientation under the most demanding conditions
  • Effective presentation crafting and delivery skills
  • A collaborative and team-oriented mindset for accomplishing goals
  • Excellent written and verbal communication skills
  • Excellent time management, driven to work quickly
  • Strong attention to detail
  • Effective presentation crafting and delivery skills
  • Coding experience is nice to have but not essential
  • What are some of the benefits you will have access to?

    You'll have access to industry-leading products with diverse applications within some of the most interesting and exciting projects worldwide. We’re growing a team of inspired, smart, and driven individuals from all sorts of backgrounds. With great opportunities for growth and variety, we strive to help each employee carve out the path that’s right for them.

    Apart from the above you will be doing your life's best work in a large, fun office in central Sydney close to all public transportation, with coffee and breakfast provided, to keep you going throughout the day.