Robotics Technical Support Specialist, 2nd Shift
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Job Description
Technical support specialist providing technical assistance for Standard Bots robotic systems via various channels. Collaborating with engineering and product teams to resolve customer issues efficiently.
Responsibilities:
- Provide technical support to customers from the hours of 4pm to 12am EST, via phone, email, video calls, and ticketing systems — diagnosing and resolving issues with Standard Bots robots
- Guide customers through troubleshooting processes, configuration adjustments, and best practices for robot deployment and operation
- Collaborate with engineering, product, and field service teams to escalate complex issues and ensure timely resolution
- Document technical issues, solutions, and customer interactions in our CRM system (HubSpot or similar)
- Create and maintain knowledge base articles, FAQs, and troubleshooting guides to improve customer self-service
- Identify patterns in support requests and surface actionable feedback to product and engineering teams for continuous improvement
- Own ticket management processes and proactively recommend improvements where inefficiencies exist
- Meet or exceed support KPIs including response time, resolution time, and customer satisfaction
Requirements:
- Associate degree or higher in engineering, computer science, robotics, mechatronics, or a related technical field
- Ability to work the second shift from the hours of 4pm to 12am EST
- 2+ years of experience in technical support, field service, or a related role in robotics, automation, or technology
- Proven troubleshooting skills with mechanical, electrical, or software systems
- Understanding of industrial automation concepts, manufacturing processes, or robotics fundamentals
- Ability to explain complex technical concepts clearly to non-technical audiences — in writing and in conversation
- Organized and able to manage multiple open support tickets simultaneously without dropping the ball
- Willing to travel occasionally (up to 25%) for training, customer support visits, or team events
- Working understanding of networking, protocols, and device connectivity (preferred)
Benefits:
- Employee Stock Options
- Paid time off
- Medical/dental/vision insurance
- Life insurance
- Disability insurance
- 401(k) to regular full-time employees
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