Robotics Technical Support Specialist

• Provide technical support to customers 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
• Meet or exceed support KPIs including response time, resolution time, and customer satisfaction

Benefits

• Paid time off
• Medical/dental/vision insurance
• Life insurance & disability insurance
• 401(k)
• Employee stock options- Understanding of industrial automation concepts, manufacturing processes, or robotics fundamentals
• Are willing to travel occasionally (up to 25%) for training, customer support visits, or team events
• 2+ years of experience in technical support, field service, or a related role in robotics, automation, or technology
• Associate degree or higher in engineering, computer science, robotics, mechatronics, or a related technical field
• Organized and able to manage multiple open support tickets simultaneously without dropping the ball
• Proven troubleshooting skills with mechanical, electrical, or software systems
• Ability to explain complex technical concepts clearly to non-technical audiences — in writing and in conversation
• Understanding of machine vision, sensors, or end effectors
• Experience with collaborative robots (cobots) or industrial robot programming
• Working understanding of networking, protocols, and device connectivity
• Understanding of Python, C++, ROS, or similar languages and have experience with Linux/Ubuntu operating systems