Technical Support Specialist (Robotics & Automation)

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

• Meet or exceed support KPIs including response time, resolution time, and customer satisfaction

Basic Qualifications:

• Associate degree or higher in engineering, computer science, robotics, mechatronics, or a related technical field

• Ability to work the second shift from the hours of 4pm to 12am EST

• 2+ years of experience in technical support, field service, or a related role in robotics, automation, or technology

• Proven troubleshooting skills with mechanical, electrical, or software systems

• Understanding of industrial automation concepts, manufacturing processes, or robotics fundamentals

• Ability to explain complex technical concepts clearly to non-technical audiences — in writing and in conversation

• Organized and able to manage multiple open support tickets simultaneously without dropping the ball

• Are willing to travel occasionally (up to 25%) for training, customer support visits, or team events

Preferred Qualifications:

• Working understanding of networking, protocols, and device connectivity

• Experience with collaborative robots (cobots) or industrial robot programming

• Understanding of machine vision, sensors, or end effectors

• Understanding of Python, C++, ROS, or similar languages and have experience with Linux/Ubuntu operating systems