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About the Team The IoT Software team writes Orb software and firmware using Rust, C, and Python. Frequent collaborato...

Dev Senior Customer Support Rust

Fully remote

Netflix is one of the world's leading entertainment services, with over 300 million paid memberships in over 190 coun...

Scientist Customer Support Data Science Remote

$170k - $720k · Senior Fully remote

Selected role

Senior Technical Support Engineer

Worldcoin.org BY Erlangen, Bavaria, Germany

Senior Full-time

About the Team

The IoT Software team writes Orb software and firmware using Rust, C, and Python. Frequent collaborators include the Hardware (bring-up, manufacturing, adding new sensors, etc.), AI (neural networks controlling the autofocus, etc.), and Cloud teams. IoT Software team members are primarily located in Berlin and San Francisco, although some work remotely.

About the Orb

The Orb—arguably the world’s best iris scanner—is a chrome sphere full of optics, computation (CPUs, GPUs, and microcontrollers), and radios for communication with both smartphones and servers in the Cloud. Microcontrollers run an RTOS at the lowest level communicating with hardware like stepper motors and voltage supplies. The CPU has significant security requirements and has a TEE, but our Rust programs run under Ubuntu. The software in Rust is arguably the "heart" of the Orb, where it communicates with the Cloud, a smartphone app, and microcontroller firmware, hence the optical system (by controlling camera focus, gimbals, multispectral imaging sensors, etc.).

About the Opportunity:

We are looking for a Technical Support Engineer that will work closely with the IoT Software team to solve technical issues with Orbs in the field.

In this role you will:

Gather and transmit an Orb Operator’s technical issues to the team.
Help users get to a resolution on their questions and issues in as timely a manner as possible.
Clearly document any bugs or gaps that need to be addressed for the engineering team.
Own the solution for the customer—get timing estimates from engineering and proactively set customer expectations
Develop knowledge base content to help our customers “self-service”. Content will include training videos, written documentation, and email announcements
Make recommendations to the product team for product enhancements, to improve the customer experience

About You:

Basic technical knowledge of Linux
Strong technical troubleshooting skills
Great communication skills
Experience working with customers and technical teams
Aptitude for learning new products, processes, and systems
Operates with empathy, professionalism, and a sense of urgency
Excellent attention to detail
Experience working with IoT devices is a plus
Ability to speak multiple languages is a plus

#LI-Remote

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Data Scientist (L5) - Customer Service

Explore the complete AI ecosystem

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Simple pricing for serious AI hiring

Reach active AI talent

Max visibility to senior talent

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