Support Specialist
- Provide remote technical support for customers, including debugging robotics hardware, embedded software, and connectivity issues.
- Use SSH, Linux-based tools, and networking commands to investigate and resolve issues remotely.
- Analyze system logs, error codes, and performance metrics to identify root causes.
- Collaborate with Engineering to escalate and reproduce complex issues, providing clear technical documentation.
- Support field deployments by guiding customers through setup, calibration, and troubleshooting.
- Document repeat issues and contribute to building internal runbooks, troubleshooting guides, and external knowledge base content.
- Manage multiple cases in parallel, balancing urgent incidents with ongoing requests.
- Participate in an on-call rotation to handle critical customer issues outside normal hours.
- 3+ years in a technical support, field service, or robotics-related role (startup experience strongly preferred).
- Proficiency with Linux systems, SSH, and basic networking (IP addressing, WiFi, DNS).
- Experience troubleshooting robotic systems, embedded devices, or IoT hardware.
- Strong analytical skills; able to parse logs and quickly diagnose issues.
- Excellent communication skills, with the ability to translate technical findings into clear customer-facing updates.
- Comfortable working in a fast-paced, ambiguous startup environment with little direction.
- Flexible schedule with the ability to handle urgent issues on short notice.
- Familiarity with CRM/ticketing systems, Data Warehouse (Zendesk, Salesforce, Jira, Databricks).
- We are not accepting unsolicited resumes from third-party recruiters or agencies
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