Apera AI

Application Support Manager

Posted 6 Days Ago

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Vancouver, BC

Senior level

Artificial Intelligence • Robotics

The Role

The Application Support Manager will lead a team responsible for supporting vision-guided robotics applications, manage technical support operations, oversee issue escalation, and monitor performance metrics to improve customer satisfaction and operational efficiency.

Summary Generated by Built In

Apera AI helps manufacturers make their factories more flexible and productive. Robots enhanced with Apera’s software have 4D Vision – the ability to see and handle objects with human-like capability. Challenging applications such as bin picking, sorting, packaging, and assembly are now open to fast, precise, and reliable automation. Apera is led by an experienced team from high-growth companies focused on robotics, artificial intelligence, and advanced manufacturing.

Apera AI is looking for an experienced Application Support Manager to lead a team responsible for supporting our vision-guided robotics applications. This role requires extensive experience in managing technical and application support teams, as well as hands-on skills to resolve software and application issues when necessary. The ideal candidate is customer-focused and skilled in troubleshooting, with a strong background in managing technical support operations and customer-facing interactions. At Apera AI, we’re revolutionizing vision-guided robotics with cutting-edge software solutions. We’re proud to have won the **2024 BCTIA Growth Award**, recognizing our rapid growth and innovation. As a key contributor in this role, you’ll have a significant impact on our expanding business, helping us scale while maintaining the exceptional customer experience we’re known for.

Key Responsibilities

Manage Application Support: Lead a team of Application Engineers supporting the Apera Vue vision system. Oversee projects focused on developing best practices, use cases, and proof-of-concept demonstrations. Drive the creation of application notes and reference materials for both internal teams and customers. Guide the team in proactive support to improve customer satisfaction and effective product use.
Oversee Technical Support Operations: Supervise technical support channels, including phone, email, and ticketing systems, ensuring quick and effective issue resolution. Serve as the initial escalation point for complex issues, providing support and guidance. Develop and maintain structured processes for after-hours support to guarantee timely responses to customer inquiries.
Manage Escalation Process: Oversee the escalation of technical and application issues to the engineering team when needed. Develop a structured escalation process for efficient handling and prompt resolution of escalated issues.
Track Reporting and Metrics: Monitor and report on KPIs for technical and application support teams. Analyze data to identify trends, contributing valuable insights to drive product improvements and support company objectives.

Qualifications

Education: Bachelor’s degree in engineering, computer science, or a related technical field, or equivalent practical experience.
Experience: 5+ years in technical or application support roles with a demonstrated record in leadership or project management.
Leadership: 2+ years in a supervisory role, including team development, coaching, and performance management.
Technical Skills: Proven experience managing support operations and collaborating across functions, including sales, engineering, and customer success.
Preferred Knowledge: Familiarity with robotics systems and vision technologies, especially vision-guided robotics, is a plus.
Customer Focus: Strong track record in delivering customer-centric support and resolving complex technical issues effectively.

What we offer

Apera AI offers a highly competitive compensation package as well as a career track that is filled with growth opportunities. As a fast-growing company, we are always looking for ways to expand and improve, and we want our employees to grow and develop with us. Additionally, we offer a generous employee stock option plan, which allows our team members to share in our success. Lastly, we pride ourselves on fostering a creative work environment where our team members can thrive alongside other ambitious and talented individuals. Typical base salary ranges in Vancouver are $89,000-$118,000.

We look forward to hearing from you!