Technical Support Specialist, Standard Bots

• This role is ideal for someone who thrives in a fast-paced startup environment, loves digging into technical complexity, and finds real meaning in making customers successful
• Hold an Associate degree or higher in engineering, computer science, robotics, mechatronics, or a related technical field
• Have 2–4 years of experience in technical support, field service, or a related role in robotics, automation, or technology
• Have proven troubleshooting skills with mechanical, electrical, or software systems
• Bring a strong understanding of industrial automation concepts, manufacturing processes, or robotics fundamentals
• Can explain complex technical concepts clearly to non-technical audiences — in writing and in conversation
• Approach every customer interaction with patience, empathy, and a genuine desire to help
• Are highly organized and able to manage multiple open support tickets simultaneously without dropping the ball
• Are self-motivated and resourceful — you find ways to learn what you don't know rather than waiting to be taught
• Are comfortable with ambiguity and can adapt quickly in a startup environment where priorities shift
• Are willing to travel occasionally (up to 25%) for training, customer support visits, or team events Bonus points if you:
• Have experience with collaborative robots (cobots) or industrial robot programming
• Are familiar with machine vision, sensors, or end effectors
• Have a working understanding of networking, protocols, and device connectivity

Desirable

• We're looking for a Technical Support Specialist who's genuinely excited about robotics and driven by the satisfaction of solving hard problems for customers
• This is a customer-facing role at the intersection of hardware, software, and real-world industrial operations — which means no two days look alike
• You'll be the first line of defense when customers run into trouble deploying or operating their Standard Bots robots
• That means owning issues end-to-end: diagnosing the problem, guiding customers through resolution, and looping in engineering and product teams when needed
• You'll also help build the systems and resources that make great support scale — knowledge base articles, troubleshooting guides, and pattern recognition that feeds product improvements
• 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