Careers
at inVia Robotics

• Ownership of the automated test suite and development of test cases and the framework itself to make it core part of our solution
• Work with the team of software engineers to rapidly develop high quality and well tested code
• Active participation in continuous improvement process
• Work with Product Operations to support customer on-boarding process
• Work with Technical Operations to proactively identify, reproduce and remediate customer issues
• Develop a deep understanding of customer needs and use cases for inVia’s products

Strong drive to iterate quickly and deliver high quality code on short timelines

• We iterate on weekly sprints, working hand in hand with operations and customers
• Our fail-fast philosophy guides us to test ideas quickly, abandon the bad ones and adopt the good ones as quickly as possible

Flexibility

• Our stack is deep – it spans from micro-controllers to business logic, databases and UIs
• Be willing to pick up work outside of your area of expertise and learn new technologies fast
• Demonstrated ability to work in a cross-functional team environment
• You will be working alongside some of the best engineers in the industry
• Be prepared to roll up your sleeves and work on tasks outside of your core competencies as needed
• Although applications are accepted from anywhere, the team works on Pacific Time – be ready to begin the day at 9:00 AM

Great communication skills, both verbal and written

• We require prompt attention on Slack during working hours – much of our team is spread out in warehouses across the country and we depend heavily on Slack for communication
• Be friendly, helpful, respectful, and empathetic

Excellent attention to detail

• This is a complicated system with a lot of moving parts. What you will be coding is business critical and a bug can stop the operations of million-unit per day warehouses. Well structured code and rigorous contributions to automated test suites are paramount.

• Serves as an escalation point to resolve application-based issues fielded by Tier 1 support
• Creates and documents processes and procedures for all tasks, systems, and new tools released from Engineering and provides training to the Tier 1 organization
• Become familiar with products and how fulfillment workflows integrate between customer and inVia systems
• Performs queries in PostgreSQL, analyses service and server logs, and truncates log files to clear space
• Works with Engineering to perform tasks like product validation at early phase of development, before initial roll out to the
• Operations department in order to reduce test time and create a clearly defined path from engineering to production
• Attends meetings with Engineering in order to provide insight as well as steer efforts for an operationally sound result
• Serves as an escalation point for the Tier1 ROC resources for issues arising in production
• On-call rotation for 24/7 support when applicable
• Improves configurations at new production sites with the goal of creating stability to pass to T1 resources
• Assist the ROC Management in ensuring quality control in a dynamic and scaling environment
• Maintains and improves support quality per organizational KPIs
• Assists T1 in managing production sites as needed
• Provisions and configures robotic systems and applications
• Site optimization in robotic picking simulations to maximize throughput
• Monitors and executes the release of engineering updates into production (robots and applications)
• Initial testing and configuration of robotics systems at new customer sites

• Flexibility with work hours and work days
• Ability to prioritize and logistically support multiple production environments at a fast and dynamic pace
• Ambitious, curious, and eager to learn – excited about robotics and logistics
• Linux experience 3-5 years
• Customer service experience
• Monitoring nationwide or global infrastructure on a 24/7 basis for health and uptime
• Excellent communication skills, both written and verbal
• High energy, self-motivation, and a dedication to excellence – motivated to take on difficult and rewarding challenges
• 1 year of PostgreSQL experience or coursework preferred
• Technical Degree or Certification preferred
• Accustomed to 24/7 on-call rotation preferred

• Ensure that all inVia customers have Tier 1 and on-site coverage during hours of customer operations
• Ensure 24/7 uptime and performance of all robots deployed in the field via monitoring and transparency tools
• Ensure all customer support requests are tracked and SLAs are met in regards to response and resolution of all issues
• Ensure your teams are resolving at least 80% of all incidents that arise in production before escalating
• Assist in creating meaningful metrics that provide transparency in health and performance of all inVia services and products, allowing leadership and engineering to prioritize issues and resolution
• Maintain resource management dashboards to provide leadership data points to make decisions on headcount allocation
• Ensure that timely and effective communications are provided to customers for all outages and support requests
• Mentor, coach, and grow individuals on your team
• Assist the ROC Manager in ensuring quality control in a dynamic and scaling environment
• Review all ROC job candidates and assist in training
• Assist in conducting quarterly reviews for all direct reports
• Maintain and improve support quality, per organizational KPIs
• Hold consistent 1:1 meetings with your teams to address pressing issues, develop a strong working relationship, and ensure employees feel supported in working toward their goals
• Establish career path and growth objectives for all team members
• Establish quarterly goals and objectives for individuals on the team

• High energy, self–motivated, and a dedication to excellence – motivated to take on difficult and rewarding challenges
• 5+ years’ experience working for a technology company as a subject matter expert
• 3+ years’ experience managing a team of Network Operations Center resources for 24/7 monitoring & support of a nationwide / global server infrastructure for application performance preferred
• Teaching and training experience, and the ability to effectively motivate all types of learning and working styles
• Excellent verbal and written communication skills; ability to work effectively with a distributed team
• Proven track record of providing customer service in a highly professional and highly personalized manner in an enterprise environment

• Cold calling into targeted accounts with the goal of setting an appointment with and for Strategic Account Managers
• Ability to effectively communicate the value of inVia Robotics’ technical product features and map those values to meet prospects’ needs
• Build rapport with contacts by offering educational resources (webinar invitations, white papers, relevant blog articles, etc.)
• Gather key information to update Salesforce.com, assign a lead, and nurture with a follow-up strategy
• Partner with inside and field sales representatives to execute account penetration “land and expand” strategy
• Establish company profile best practices and target account research techniques
• Work with sales teams to nurture prospects that turn cold; provide lead quality feedback to marketing team to better score and route warm leads
• Manage inbound leads via marketing campaigns and convert to viable opportunities for the field sales team
• Record all prospecting activities, qualification notes, and follow-up activities in Salesforce.com
• Use LinkedIn and other web tools to find prospective buyers and interested companies

• 1-3 years of professional work experience in sales or lead generation
• Previous inside and telephone sales experience a huge plus
• Strong qualification and discovery skills
• Excellent listening skills
• Proven ability to work in a team-oriented environment
• Proven ability to consistently meet or exceed assigned goals
• Enthusiastic professional attitude in dealing with clients and excellent follow-up skills
• Superior and proven time management skills
• Excellent written and verbal communication skills
• Strong interpersonal and relationship-building skills
• Ability to communicate technical product features via web conferencing
• Proficient in SalesForce.com
• Familiar with webinar tools (Skype, GoToMeeting, WebEx, etc.)
• Passion and alignment with our mission, vision, values & operating principles
• Desire to own decisions and take responsibility for outcomes
• Willingness to continually embrace personal and professional development
• Bachelor’s Degree preferred but not required