Technical Support Specialist

About the Role

ASTRO ROBOTICS Service Inc., in partnership with Telexistence Inc. — a Japanese robotics company building autonomous robot systems for retail — is looking for a Technical Support Specialist to join our operations team in Metro Manila.

Our GHOST robot in the backrooms of convenience stores across Japan, autonomously restocking beverages on the shelves. Behind every smooth shift is a team of Pilots and Call Center Operators monitoring and guiding the robots in real time — and behind them is you.

In this role, you'll be the technical backbone for that frontline team. When something complex breaks or escalates, you're the one who figures it out — fast. You'll dig into root causes, coordinate with field and development teams, and make sure issues don't repeat.

This isn't just a ticket-closing role. We're looking for someone who connects the dots between what's happening on the ground and what needs to change in the product — and communicates that clearly, across teams and time zones.

What You'll Do

Core: Technical Support & Escalation

• Provide expert technical support to Pilots and Call Center Operators managing GHOST robots
• Swiftly diagnose and troubleshoot complex issues escalated from front-line staff
• Own the escalation process — from triage through resolution — with clear communication at every step
• Identify recurring failure patterns and feed insights back to the development team
• Report product defects and improvement suggestions with enough context to be actionable

Cross-Team Collaboration

• Coordinate with Field Support teams for on-site repairs, providing clear technical context before dispatch
• Assist the Development team with software update rollouts and operational testing
• Document troubleshooting procedures to build a knowledge base for the team
• Support teammates and share technical know-how across the support organization

Why This Role Stands Out

• You'll work at the intersection of robotics, AI, and real-world retail operations — few support roles offer this mix
• Your escalations and bug reports directly influence product development — your observations shape what gets built next
• Direct collaboration with Telexistence's engineering and field teams in Japan
• A role where analytical thinking matters as much as technical depth — you'll need both
• Fast-moving startup environment where the scope of your impact grows as the fleet scales
• Experienced candidates may be considered for a higher salary rate, depending on relevant experience and qualifications. Final compensation will be discussed upon issuance of the Employment Offer.

Requirements

Must-Have

• Bachelor's degree in Computer Science, Robotics, or a related field
• 2+ years of experience in technical support (startup or established tech company preferred)
• Comfortable working in a Linux environment
• Experience with remote troubleshooting and diagnostic tools
• Strong analytical and problem-solving skills — you can break down a complex issue quickly
• Strong written English communication skills (cross-time zone collaboration with Japan-based teams)
• Ability to prioritize and execute calmly in high-pressure situations

Nice to Have

• Familiarity with AI and machine learning concepts
• Understanding of robotic systems and ROS (Robot Operating System)
• Basic knowledge of VR systems or low-latency video transmission
• Experience with cloud platforms, particularly Microsoft Azure
• Background in retail operations, especially Japanese convenience store formats
• Prior experience in software engineering, systems development, or application development

Work Location

Four E-Com Center, Pasay, Metro Manila

Ready to take the leap?

Apply now and be part of the revolution in robotics!

■Corporate Intro Video:

https://youtu.be/5Q8rIQ6HA4M?feature=shared

https://youtu.be/D0mbiUQgbXY?feature=shared

Official Website: tx-inc.com

■Recent News:

“KDDI, a leading Japanese telecommunications company that invests in TX, showcased their product, the AI shelf-stocking robot Ghost, at the 2025 exhibition in Barcelona under the theme 'Future Convenience and Store.' This product is exclusively supported by our company.”

＞https://www.youtube.com/watch?v=4EaaOgoQn18

https://k-tai.watch.impress.co.jp/docs/event/mwc2025/1668657.html 

■Video of VR Operations:

https://drive.google.com/file/d/1z7AM1UrOOTvbrb3Scwrpsb2K0pk4le1\_/view?usp=drive\_link

Know more about us here! 

Website: https://tx-inc.com/

Video: https://www.youtube.com/watch?v=D0mbiUQgbXY&t=2s