Support Engineer - Apkudo, Inc.

Job Title: Support Engineer

Location: Dallas, TX 

* This role requires on-site work, so candidates must reside in the Dallas-Fort Worth area or within a reasonable commuting distance of the facility. Please note that relocation assistance is not available for this position.*

Position Summary: 

We are looking for a Support Engineer 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 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: 

• 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.
• Willingness to work on-call and a rotating schedule, including responding to after-hours emergencies.
• Other duties as required.

What you'll need: 

• 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, cameras, and controllers.
• Working knowledge of routers, switches, and integrating equipment.
• Ability to analyze, troubleshoot, and repair belt shafts, drives, and gear reducers, and 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 in 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 of programming and setting up industrial HMI.
• Knowledge of physical server and server OS troubleshooting.
• Customer management experience or working at customer sites is desired.

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 will be located in Dallas. You will work mostly on-site and occasionally remotely. You will travel around and be onsite at our various Dallas sites. You may travel beyond the DFW area 0-10% of your time (e.g. HQ in Baltimore, Nashville, 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).

We are an agile organization, and 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.