Robotics Technical Support Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Deliver technical assistance to customers through phone, email, video calls, and ticketing systems, diagnosing and resolving issues related to Standard Bots robots.

• Assist customers in navigating troubleshooting procedures, making configuration changes, and implementing best practices for robot deployment and usage.

• Work in conjunction with engineering, product, and field service teams to escalate intricate issues and ensure prompt resolution.

• Record technical problems, solutions, and customer communications in our CRM system (HubSpot or a similar platform).

• Develop and update knowledge base articles, FAQs, and troubleshooting manuals to enhance customer self-service capabilities.

• Recognize trends in support inquiries and provide actionable insights to product and engineering teams for ongoing enhancement.

• Manage ticket processes and proactively propose improvements when inefficiencies are identified.

• Achieve or surpass support KPIs, including response times, resolution times, and customer satisfaction metrics.

⛳️ Requirements

• An associate degree or higher in engineering, computer science, robotics, mechatronics, or a related technical discipline.

• A minimum of 2 years of experience in technical support, field service, or a similar role within robotics, automation, or technology.

• Demonstrated troubleshooting capabilities with mechanical, electrical, or software systems.

• Familiarity with industrial automation principles, manufacturing processes, or the fundamentals of robotics.

• Capability to clearly articulate complex technical ideas to non-technical audiences, both in writing and verbally.

• Highly organized, capable of managing multiple active support tickets simultaneously without neglecting any.

• Willingness to travel occasionally (up to 25%) for training, customer support visits, or team events.

🏝️ Benefits

• Employee Stock Options

• Paid time off

• Medical/dental/vision insurance

• Life insurance

• Disability insurance

• 401(k)