• Provide advanced technical support to customers, field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing, and debugging systems. • Respond to escalations where firstline product support has been unable to isolate or resolve issues in malfunctioning equipment or software. • Identify, document, and report design, reliability, maintenance issues, and product anomalies to Development and Software Engineering teams. • Participate in customer training activities, including installation, startup, and commissioning support. • Provide technical support to Distributors, OEMs, and end users where VFD and motion control systems are highly technical in nature. • Report to the Low Voltage Drives and Motion Remote Support Supervisor and will be fully remote, working anywhere in the United States. • Resolve customer issues through phone and web-based interactions, including email, chat, and web portals. • Be an escalation point when firstline product support is unable to isolate or correct issues in malfunctioning equipment, products, or software. • Represent Remote Support Services (RSS) during commercial sensitive Issue to Resolution (I2R) cases and quality related product concerns. • Collaborate and engage appropriate teams to guide high profile technical issues to resolution. • Contribute in our KCS methodology, genrating technical notes and other knowledge assets, including solutions, workarounds, how-to guides, and training videos, to improve customer satisfaction and self-service adoption. • Participate in on-the-job training activities and other field related opportunities to increase knowledge of new products, technologies, and offerings. • Proactive leadership engagement with team members i.e., knowledge sharing, mentorship, training. • Support customer installation, startup, and commissioning activities. • Ensure accurate documentation of customer issues, troubleshooting steps, and resolutions.

• Collaborate with domain leads to develop and deploy novel teaming capabilities that measurably enhance the performance, safety, and resilience of human-machine teams. • Support applied research and human subject experiments to evaluate human-machine teaming capabilities in realistic operations. • Contribute to simulation, integration, and flight test activities to validate autonomy software in relevant environments. • Write, test, document and review code according to Merlin’s development standards. • Collaborate across Merlin to develop novel systems to solve the toughest problems in aviation and autonomy.

• Take a comprehensive view of the ASIC development lifecycle, identifying cross-stage bottlenecks and opportunities where automation and AI can improve predictability, convergence, and turnaround time. • Identify, curate, and leverage real-time data to enable effective AI models and analytics, working with infrastructure teams to ensure scalable and secure data pipelines. • Establish quantitative metrics to measure efficiency, quality, and cycle-time improvements; use data-driven insights to guide methodology decisions and prioritize investments. • Serve as a technical catalyst within both the team and the wider company by sharing best practices, publishing internal guidelines, and mentoring engineers on emerging AI-enabled development techniques. • Track advances in AI, EDA, and hardware design research, evaluating their applicability and guiding strategic bets that align with long-term product and technology roadmaps.

• Act as a senior technical escalation point during production incidents • Lead real-time incident triage, mitigation, and recovery efforts • Drive root cause analysis (RCA) with a focus on systemic, long-term fixes • Identify recurring failure patterns and push for architectural or operational improvements • Partner with Customer Success and Engineering to manage customer impact during incidents • Own post-launch reliability, stability, and operational quality of core systems • Investigate and resolve complex field issues and production defects • Ensure fixes developed during incidents or customer escalations are up streamed into the core product • Improve operational readiness of services through better runbooks, monitoring, and alerting • Reduce operational toil by converting repeated manual work into automation • Engage directly with strategic customers to solve real-world, production-grade technical challenges • Support complex deployments, integrations, and escalations in customer environments • Act as a trusted technical partner to customers during high-impact issues • Translate customer learnings into concrete product, platform, and operational improvements • Contribute to reusable tools, playbooks, and best practices that accelerate future deployments • Serve as a subject matter expert for AWS-hosted production systems • Troubleshoot and resolve issues across: • AWS compute, storage, networking, IAM, and security • Databricks jobs, clusters, and Spark-based data pipelines • Debug performance degradation, scalability issues, job failures, and data correctness problems • Partner with platform and data teams to harden systems for reliability, scale, and operability • Write production-quality code to: • Automate operational workflows • Improve reliability and observability • Eliminate manual intervention and reduce incident frequency • Contribute primarily in Python, with exposure to JVM-based systems as needed • Review code with a strong emphasis on operability, resiliency, and maintainability • Provide technical leadership without formal authority, influencing design and operational decisions • Mentor engineers through pairing, reviews, and incident leadership • Collaborate closely with Product, Engineering, Data, and Customer teams • Operate effectively in high-pressure, ambiguous environments, especially during customer-impacting incidents