Technical Support Engineer Kiva Systems

Kiva Systems, Inc. is a rapidly growing Boston area robotics company that is revolutionizing supply chain
operations. The Kiva Mobile Fulfillment System uses hundreds of mobile robots to automate distribution centers,
dramatically increasing both productivity and flexibility. Our customers are national retailers, large catalog
operators, e-commerce and other companies that ship direct to consumers, businesses and retail stores. Please
see www.kivasystems.com for more information about us.
Kiva is seeking a talented and motivated individual to join our world class Customer Support Team. This team is
responsible for our customers total satisfaction with all facets of our installed systems which includes resolving all
customer support requests, scheduled upgrades and maintenance, resolving equipment and software related
issues as they occur as well as anticipating and suggesting new system enhancements to aid in the further
optimization of customers systems. In addition to the hundreds of autonomous robotic drive units, the complete
Kiva solution includes an overarching software system that controls and monitors both the robots and the
inventory in the system. The person in this position will be Kivas technical expert with regards to supporting all of
the software and IT related issues of these installed systems.
The successful candidate for this position will possess a unique blend of IT and software skills which enable them
to provide best of class services around Kiva specific software as well as all related servers and wireless
networks. The person in this position also needs to be self-motivated, able to perform independently and within a
team environment. This position reports to the Customer Support Manager.
Responsibilities:
Providing support for Kiva customer installations on critical software, server and network issues
Documenting software issues and their resolution
Case management of customer issues
Managing the software upgrade process on behalf of customers and Kiva
Establishing a testing and configuration management process
Communicating effectively with both the Kiva field personnel as well as the Kiva internal Product teams
Automating processes for field personnel whenever possible
Scheduling and coordinating system software, server, and network upgrades
Identifying potential system improvements and enhancements to achieve customer objectives
Interacting with customer personnel and keeping them informed of changes in issue status as resolution
progresses
Ideal Qualifications:
BS in engineering, IT, computer science or related field
Demonstrated ability and/or experience in a customer support role within a technology company with a
large installed product base

Ability to perform under pressure and with short deadlines
Ability and willingness to work flexible work hours and days and to take after-hours calls
Demonstrated ability to work collaboratively within a team
Robotics experience is a plus
Windows XP Professional
Knowledge of electro-mechanical principles
5+ years of hands-on technical experience in software engineering or support, especially in the area of
execution (real-time, mission-critical) systems with expertise in either:
Networking:
Configure routers
Analyze network performance using sniffers, packet captures tools
Understands subnetting, and routing tables and supporting configuration
TCP/IP protocol knowledge able to debug network connectivity failures
Unix Clustering and Volume Manage Admin experience
Active certification on Cisco Networking products is a big plus
OR
UNIX/Linux, Database skills:
Able to analyze system performance on a Unix system using tools like sar and top, vmstat, etc.
Able to performance tune a Mysql DB, how to configure buffer cache, and other Mysql configuration
options
Perl, and other scripting language abilities
Active certifications in SQL (Oracle) or Linux (Redhat) is a big plus.

Location:	225 Wildwood Avenue Woburn, MA 01801 United States