Technical Customer Support Specialist

We are looking for a skilled problem solver to join our team as a Technical Customer Support Specialist. We need enthusiastic individuals who can listen to customer service issues and then offer a unique and innovative solution to each problem. The successful candidate for this role will have a strong command of the company's customer service policies, and be well-trained in product knowledge that can be critical for offering quick and accurate assistance to customers. Communicate with the sales rep to ensure smooth transactions and shipping for customers.

Responsibilities
● Remote Technical Support: Act as the main point of contact for Tier 1 & 2 support,
diagnosing hardware and software issues via phone and email.
● System Diagnostics: Review system logs to identify the root cause of failures,
distinguishing between hardware malfunctions and software/environmental bugs.
● Remote Map & Fleet Management: Use internal tools to remotely optimize robot
navigation paths, including adjusting virtual boundaries and goal points.
● Technical Guidance: Walk on-site staff through physical resets, sensor maintenance
(cameras/Lidar), and basic hardware checks.
● Network Integration: Troubleshoot connectivity issues and coordinate with client IT
teams to provide device specs (MAC addresses) for network whitelisting.
● Internal Collaboration: Document recurring technical bugs and field data to help the
engineering team improve the product.
● Case Management: Maintain accurate records in our service database, including
technical notes, hardware changes, and client updates.
● Client Relations: Maintain a professional and calm demeanor, ensuring technical issues
are resolved with a focus on customer satisfaction.

Requirements:
● Educational Background: High School Diploma or GED required; Bachelor’s degree
in Computer Science, Robotics, or a related technical field is strongly preferred.
● Industry Experience: Proven background in Information Technology (IT) or Technical
Support, with a strong interest in autonomous systems and robotics.
● Remote Support Excellence: Ability to maintain a professional, patient, and courteous
demeanor while managing high-pressure technical support cases and remote
troubleshooting sessions.
● Operational Flexibility: Must be 18 years of age or older and available to work
occasional nights, holidays, and weekends to support 24/7 robotic fleet operations.

Pay: $20.00 - $28.00 per hour

Benefits:

• Dental insurance
• Health insurance
• Paid time off

Work Location: In person