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. Today, Advanced Navigation is a supplier to some of the world's largest companies and helps automate some of the worlds biggest industries. 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. Overview of Position 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. You 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 specialized support/sales opportunities and to conduct training for both new and existing customers. Roles & 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.Collaborate with the Sales Team on the qualification, development, and execution of 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.Organize and support customer loans both from a technical and administrative perspective.Analyze and problem-solve high-level complex issues and provide in-depth technical assistance to account executives, engineers, and product managers.Create and maintain internal and external support documentation including policies, standard operating procedures, guidelines, knowledge articles, and customer-facing tools (GUIs and SDKs).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.Qualifications, Skills & Experience Bachelor or master degree in Engineering related discipline.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.Ability to excel 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 presenting skills.A collaborative and team-oriented mindset for accomplishing goals.What are some of the benefits you will have access to? Our Sydney office is in the heart of the CBD, close to all public transport, great restaurants, and cafes. We offer financial support to our employees for further education as well as conferences, meetups, and training courses. We also run an employee assistance program and regular team building and social activities. We have weekly Yoga, Meditation, and Pilates classes, as well as the occasional dance class! There's also free coffee and snacks, and fortnightly team lunches. Apart from the above, you will be doing your life's best work with some extremely passionate and talented people.
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