Customer Support Engineer, Simbe
Contract
Autonomous shelf auditing and analytics solution
Be an early applicant
Autonomous shelf auditing and analytics solution
21-100 employees
Be an early applicant
21-100 employees
Company mission
To leverage AI and robotics in order to elevate the performance of retailers with real-time insights into inventory and operations.
Role
Who you are
- We are seeking a deeply technical, customer-centric candidate to join Simbe’s Customer Experience team as a Technical Customer Support Specialist
- This contract role is ideal for a technically-minded problem solver who thrives in dynamic, customer-facing environments and is passionate about delivering scalable, high-quality support solutions
- This role requires strong fluency with technical troubleshooting tools, command line interfaces, basic scripting, and experience navigating structured data to support and debug complex robotic and AI workflows in dynamic, real-world environments
- Bachelor's degree in Engineering, Computer Science, Information Technology, or a related technical field
- 4–6 years of experience in technical support or engineering roles, ideally within robotics, automation, or high-tech environments
- Comfort reviewing visual data outputs (e.g., annotated images, computer vision overlays) to support system validation and debugging
- Strong hands-on experience in technical troubleshooting, forward-deployed customer support, and leading edge agentic AI in a customer support application
- Proven ability to design and implement tools and automation that drive scalability and operational efficiency
- Deep customer empathy with the ability to balance urgency and quality in fast-paced international environments
- Proficiency with basic command line tools (e.g., bash, ssh) and navigating logs or remote systems to diagnose issues
- Experience faceting and manipulating structured data (e.g., using SQL, CSV tools, or internal analytics platforms) to support root cause analysis
- Experience working with Jira, Salesforce, or equivalent systems
- Experience with AI workflows or interest in working with emerging LLM/co-pilot-style support tooling is a plus
- Outstanding verbal and written communication skills, capable of interacting with both technical and non-technical stakeholders
- Experience supporting or improving BPO processes is a significant plus
- Willingness to travel internationally to customer sites as needed
- EU-based location strongly preferred to support our growing European footprint
What the job involves
- In this high-impact role, you will support international customers by deploying and optimizing Simbe’s robotic solutions on the ground while actively contributing to process improvement initiatives
- Technical Customer Support (Forward-Deployed): Act as the primary technical support contact for international customers
- Be hands-on and customer-facing, diagnosing and resolving issues quickly and empathetically to ensure smooth operation of Simbe’s robotic systems
- Deepen client relationships by delivering excellent support
- Leverage CLI tools and internal data inspection utilities to analyze robot telemetry and computer vision outputs in real time
- Tooling, Automation & Process Improvement: Design and implement technical tools and automation, leveraging best-in-class agentic AI capabilities, to enhance customer support efficiency and scalability
- Collaborate closely with internal stakeholders to identify and improve processes
- Design lightweight scripts, queries, or dashboards to automate recurring issues or aggregate customer feedback across Jira and other platforms
- Customer Onboarding & Enablement: Lead technical onboarding for new customers, providing tailored support and training to ensure successful deployments and long-term adoption of Simbe solutions
- Cross-Functional Collaboration: Act as a technical liaison between the Customer Experience team and sales, engineering, product, and operations teams
- Track and escalate complex issues efficiently with clear documentation
- Continuous Feedback & Optimization: Actively collect customer feedback and translate it into actionable insights for internal improvements
- Prioritize enhancements that drive international customer satisfaction and long-term retention
- Reporting & Systems Management: Maintain high-quality documentation in Jira, Salesforce, and other internal tools
- Report to leadership and key stakeholders regularly on technical support performance and trends
- Comfortable exporting, faceting, and analyzing data sets from internal tools and ticketing systems to uncover patterns or anomalies
Our take
Inventory management has never been the highlight of working in retail - it's a task that often feels like a chore. However, given its nature as a large-scale data collection and management endeavour, it's undeniably ripe for automation. Something Simbe Robotics is taking advantage of through its autonomous shelf auditing and analytics solution.
Distinguishing itself from competitors through its focus on front-of-store operations. Its automation solution enables retail associates to maintain optimal stocking levels, ensure product placement accuracy, and display correct price tags, all while enhancing the overall shopping experience.
Its accomplishments over the past year, including servicing top global retailers and processing billions of shelf photos and product analyses, showcase the company's commitment to delivering real value in the retail sector. Along with recent funding under its belt, Simbe is poised to expand its presence in the retail industry, sharing its vision to enhance the retail experience through AI and robotics with more partners worldwide.
Steph
Company Specialist at Welcome to the Jungle
Company
Funding (last 2 of 3 rounds)
Oct 2024
$50m
SERIES C
Jul 2023
$28m
SERIES B
Total funding: $104m
Company benefits
- Comprehensive health plans
- Culture of learning
- Flexible time off
Company HQ
Oyster Point, South San Francisco, CA
Leadership
Brad Bogolea
(CEO)Previously Co-Founded i-conserve where they served as CEO. They then worked at Greenbox Technology and Silver Spring Networks as Product Manager before co-founding Simbe Robotics in 2013.
Mirza A. Shah
(CTO)Graduated from Penn State University with an M.S. in Computer Science and Engineering. They then went on to found the robotics company Emoto Robotics.
Jeff Gee
(CDO)Graduated from the Academy of Art University with an MFA in Industrial Design. Previously an Industrial Designer at Suitable Technologies and Willow Garage.
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