Robotics Technical Support Specialist

📋 Description

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

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

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

• Record technical issues, solutions, and customer interactions in our CRM system (HubSpot or similar).

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

• Recognize patterns in support inquiries and provide actionable feedback to product and engineering teams for ongoing improvements.

• Oversee ticket management processes and proactively suggest enhancements where inefficiencies are identified.

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

⛳️ 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 related role within robotics, automation, or technology.

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

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

• Capable of articulating complex technical concepts clearly to non-technical audiences—both in writing and verbally.

• Highly organized and adept at managing multiple active support tickets concurrently without oversight.

• Openness to occasional travel (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)