Service Desk Agent

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

📋 Description

• Deliver first-line technical assistance for Robot.com’s autonomous fleet operations.

• Receive and monitor issues, incidents, and accidents that occur during robot operations.

• Identify and resolve Level-1 technical challenges.

• Offer remote support to field operations staff.

• Utilize internal technical tools to diagnose issues related to autonomy, video, and connectivity.

• Forward unresolved or complicated incidents to Service Desk Engineers or specialized teams via established communication channels.

• Oversee the ticket queue to ensure prompt responses and correct categorization.

• Implement the robot software update procedure.

• Maintain effective communication with Operative and Technical Teams.

• Acquire and apply company procedures, technical documentation, and best practices in real-time.

• Follow documented procedures and support workflows to help maintain the stability of the robot fleet.

• Serve as the primary support for Service Desk Engineer Robotics and Service Desk Engineer Platforms functions.

⛳️ Requirements

• Experience with ticketing systems or help desk operations in technical settings.

• Basic navigation of Linux CLI and command-line troubleshooting skills.

• Proven problem-solving abilities in hardware and software technical environments.

• Proficiency in English at B1 level or higher for effective technical communication.

• Basic knowledge of Python programming (preferred).

• Experience with Git/GitHub workflows (preferred).

• Familiarity with sensor technologies such as LiDAR, cameras, and GPS (preferred).

• Understanding of communication protocols including Serial, I2C, and CAN (preferred).

• Previous experience in startup settings or the robotics/automation sectors (preferred).

• Technical degree in Engineering, Computer Science, or a related field, with a minimum of 3 semesters completed if currently enrolled.

• Strong problem-solving skills.

• Ability to communicate clearly, patiently, and kindly with technical teams and field operations staff.

• Capability to accurately document incidents, procedures, and escalations.

🏝️ Benefits

• Opportunity to be part of a rapidly growing startup and contribute to establishing the company’s leadership in robotic last-mile delivery.

• Competitive compensation package.

• Targeted in-house training along with on-the-job training and experience.

• Customized coaching.

• Opportunities for career development and advancement.

• An inclusive work environment that promotes diversity, collaboration, and innovation.