Tier 1 Support Technician
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Job Description
Remote Tier 1 technician troubleshooting Prime Robotics’ warehouse automation robots. Documenting fixes and creating knowledge-base procedures for customer and engineering support.
Responsibilities:
- Provide technical support for the robot fleet, including AMRs, AGVs, and robotic arms
- Document and escalate complex issues with detailed logs and clear notes
- Communicate clearly with customers during outages and high-pressure situations
- Write and maintain knowledge base articles from resolved issues
- Turn repeat problems into clear, step-by-step procedures
- Perform other duties as reasonably required by the company
Requirements:
- 2+ years in technical support, help desk, or customer-facing troubleshooting
- Business-fluent English
- Eligible to work in the United States
- Available Monday through Friday, 11:00 a.m. to 8:00 p.m. Mountain Time
- Comfortable with Microsoft Teams and Microsoft Office
- Reliable internet and a quiet workspace
- Strong writing skills
- Ability to explain a technical fix at a customer level
- Calm and clear under pressure when a customer’s operation is down
- Familiarity with command-line Linux is a plus
- No visa sponsorship available
Benefits:
- Employer-subsidized medical, dental, and vision insurance plans
- Health Savings Account (HSA) and Flexible Spending Account (FSA) options for eligible employees
- 401(k) retirement savings plan
- Dedicated vacation and sick leave
- Hands-on experience with cutting-edge robotics technology
- Collaborative culture
- Opportunity to contribute to transformative technology in a fast-growing industry
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