Technical Support Analyst – Contract to Hire

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

📋 Description

• Investigate and address incoming customer concerns using internal diagnostics, system data, logs, and support tools.

• Analyze problems related to robot functionality, scan quality, data accuracy, computer vision pipeline outputs, and overall system performance.

• Reproduce and thoroughly analyze reported issues while gathering relevant data and diagnostic context.

• Collaborate with Engineering and Operations teams to resolve issues that necessitate cross-functional collaboration.

• Provide comprehensive documentation when escalating concerns.

• Develop scripts, automations, or lightweight tools to streamline investigation processes and minimize manual effort.

• Incorporate AI tools and agents as integral components of investigation and analysis workflows.

• Identify recurring issues and systemic failure patterns within the customer base.

• Present systemic issues to Engineering and Product teams with clear data and contextual information.

• Contribute to enhancing documentation, detection, escalation procedures, runbooks, and support operations.

• Collaborate with Engineering, Product, and Operations in a remote-first setting.

• Assist internal teams in understanding patterns of customer-facing issues.

⛳️ Requirements

• Bachelor's degree or equivalent practical experience.

• Proven technical troubleshooting skills for hardware, software, or systems.

• Ability to analyze telemetry data, logs, and operational metrics to identify root causes.

• Experience in scripting (Python, SQL, bash, or similar) or using automation tools to lessen manual work.

• Proven capability to utilize AI tools and agents to enhance investigation and analysis workflows.

• Strong analytical thinking and a systematic approach to problem-solving.

• Excellent written communication skills, with the ability to clearly document and convey technical findings to non-technical stakeholders.

• Comfortable with quickly learning new systems and tools.

• Background in technical support, customer support, or technical operations.

• Familiarity with Jira Service Management or similar ticketing systems.

• Exposure to robotics, autonomous systems, IoT, or computer vision.

• Experience in developing internal tools or automating workflows for support or operations roles.

• Interest in and comfort with AI-assisted tools as a fundamental aspect of daily tasks.

🏝️ Benefits

• Potential for conversion to full-time based on performance and business needs.

• Remote-first work environment.

• Utilization of automation and AI tools to amplify impact.