Technical Support Engineer
10Beauty is a robotics startup based in Burlington, MA, building the world’s first fully autonomous manicure machine. Backed by $70M from leading venture and celebrity investors, we have pre-sold our first 1,000 machines to iconic brands like Ulta Beauty and Nordstrom. As of November 2025, our first robot is live at Ulta Beauty in Everett. Join our fast-growing 50+ person team with deep robotics expertise and help put “beauty robotics” on the map.
About the role
We are hiring a Technical Support Engineer for Level 1 support. You will work directly with field personnel to diagnose, troubleshoot, and resolve issues remotely, partnering closely with engineering, product, and customer teams to ensure seamless support and drive continuous product improvement. This role is ideal for someone with prior experience supporting hardware or connected devices, a passion for troubleshooting, and a customer-first mindset.
Responsibilities
- Serve as the first point of contact for technical support issues related to deployed robotic systems
- Diagnose and resolve hardware, software, networking, and connectivity issues remotely
- Guide members and field personnel through troubleshooting steps via phone, chat, video, and remote support tools
- Escalate complex technical issues to Level 2 support or engineering teams when necessary
- Document issues, root causes, resolutions, and recurring trends within ticketing systems
- Monitor system health alerts and proactively respond to operational issues
- Partner cross-functionally with Engineering, Product, Operations, and Field Service teams to improve support processes and product reliability
- Contribute to internal knowledge base documentation and troubleshooting guides
- Help identify patterns in support requests and provide feedback to improve product performance and user experience
- Participate in weekend support coverage as part of the regular schedule (Wednesday–Sunday on retail hours)
Requirements
- 3+ years of experience in technical support, support engineering, technical operations, or customer-facing engineering roles within hardware, robotics, IoT, embedded systems, or connected device environments
- Proven ability to diagnose and troubleshoot both hardware and software issues in real-world production environments
- Experience working with ticketing systems and remote support tools
- Comfortable analyzing logs, system behavior, and technical error reports
- Familiarity with Linux, networking fundamentals, APIs, or scripting languages is a plus
- Strong verbal and written communication skills with the ability to explain technical concepts clearly to non-technical users
- Highly organized with strong attention to detail and follow-through
- Self-starter mentality with the ability to operate effectively in a fast-paced startup environment
- Willingness to work a Wednesday–Sunday schedule on retail hours
Pay
Salary range: $100,000 – $115,000 USD
Benefits
- Equity and benefits included for all full-time employees