Robotics Technical Support Specialist, 2nd Shift

What You'll Do

• Provide technical support to customers from the hours of 4pm to 12am EST, via phone, email, video calls, and ticketing systems — diagnosing and resolving issues with Standard Bots robots
• Guide customers through troubleshooting processes, configuration adjustments, and best practices for robot deployment and operation
• Collaborate with engineering, product, and field service teams to escalate complex issues and ensure timely resolution
• Document technical issues, solutions, and customer interactions in our CRM system (HubSpot or similar)
• Create and maintain knowledge base articles, FAQs, and troubleshooting guides to improve customer self-service
• Identify patterns in support requests and surface actionable feedback to product and engineering teams for continuous improvement
• Own ticket management processes and proactively recommend improvements where inefficiencies exist
• Maintain meeting or exceeding support KPIs including response time, resolution time, and customer satisfaction

Basic Qualifications

• Achieve an associate degree or higher in engineering, computer science, robotics, mechatronics, or a related technical field
• Have 2+ years of experience in technical support, field service, or a related role in robotics, automation, or technology
• Show proven troubleshooting skills with mechanical, electrical, or software systems
• Understand industrial automation concepts, manufacturing processes, or robotics fundamentals
• Be able to explain complex technical concepts clearly to non-technical audiences — in writing and in conversation
• Be organized and capable of managing multiple open support tickets simultaneously without dropping the ball
• Be willing to travel occasionally (up to 25%) for training, customer support visits, or team events

Preferred Qualifications

• Have a working understanding of networking, protocols, and device connectivity
• Have experience with collaborative robots (cobots) or industrial robot programming
• Have understanding of machine vision, sensors, or end effectors
• Have experience with Python, C++, ROS, or similar languages and have experience with Linux/Ubuntu operating systems