Customer Success Engineer

Greater Singapore Area
Business Development APAC – Customer Success /
Full-time /
At Ouster, we build sensors and tools for engineers, roboticists, and researchers, so they can make the world safer and more efficient. We've transformed LIDAR from an analog device with thousands of components to an elegant digital device powered by one chip-scale laser array and one CMOS sensor. The result is a full range of high-resolution LIDAR sensors that deliver superior imaging at a dramatically lower price. Our advanced sensor hardware and vision algorithms are used in autonomous cars, drones and many other applications. If you’re motivated by solving big problems, we’re hiring key roles across the company and need your help!

Ouster is hiring a Customer Success Engineer to help our customers be as successful and efficient with our LiDAR sensors as possible! This position will serve primarily to help our customers get up and running quickly, troubleshoot and fix any problems, track trending issues, and process and analyze all returns. These duties will be performed in compliance with policy guidelines and within timeframes as defined in the team’s SLAs and/or project requirements.

Key Responsibilities:

    • Onboard customers after they have received their sensor, making sure they have all the tools and information to complete their projects.
    • Quickly investigate, evaluate, and successfully resolve customer issues with Lidar Sensors.  
    • Efficiently diagnose hardware, software and network related problems on a variety of platforms.
    • Carry out independent research to find technical solutions where necessary. Where a solution cannot be identified, the candidate will work closely with our engineering teams, to escalate as appropriate.
    • Provide advice on configuring and optimizing environments, to ensure that services are running effectively.
    • Given the critical nature of the customer projects and product issues supported, time flexibility and availability to travel will be required. 
    • Create and maintain knowledge and support articles.
    • Provide 1st level software support for our constantly developing suite of perception and analytics solutions used in smart infrastructure and mobile applications

Desired Qualities and Skills:

    • Strong experience supporting Linux environments (Ubuntu preferred) 
    • Understanding of networking concepts such as DNS, DHCP, VLAN, HTTP, SSL, PTP,  UDP, and TCP/IP protocols and applications
    • Proven ability to work independently with limited supervision
    • Resourcefulness to find solutions to technical challenges with minimal input
    • Have a proven aptitude to successfully work as part of a team.
    • Strong communication skills - able to effectively communicate technical concepts to a variety of audiences
    • Patience - sometimes solving these issues requires multiple iterations and many hours
    • Positivity & Resilience - affinity for defusing stressful situations, including ones where customers may be frustrated
    • Proactive / takes ownership - if there is an outstanding issue, keeps tabs on it, and follows up regularly until it is closed out. 
    • Strong organizational and time management skills
    • Experience with Python and/or C++ preferred, but not required
    • Experience with ROS (Robot Operating System)-and related robotics software tools a plus but not required
We acknowledge the confidence gap at Ouster. You do not need to meet all of these
requirements to be the ideal candidate for this role.

Ouster is an Equal Employment Opportunity employer that pursues and hires a diverse workforce. Ouster does not make employment decisions on the basis of race, color, religion, ethnic or national origin, nationality, sex, gender, gender-identity, sexual orientation, disability, age, military status, or any other basis protected by local, state, or federal laws. Ouster also strives for a healthy and safe workplace, and prohibits harassment of any kind. Pursuant to the San Francisco Fair Chance Ordinance, Ouster considers qualified applicants with arrest and conviction records for employment. If you have a disability or special need that requires accommodation, please let us know.