Technical Support Specialist, Locus Robotics
More information about location
Autonomous robots for warehouses
Open for applications
Autonomous robots for warehouses
201-500 employees
Open for applications
More information about location
201-500 employees
Company mission
To transform commerce supply chains worldwide through the use of autonomous mobile robots.
Role
Who you are
- The ideal candidate is passionate about solving problems, enjoys helping both internal and external customer, and excels at translating technical concepts into clear, accessible communication
- Associate's or Bachelor's in Robotics, IT, Computer Science or related field
- 2+ years of experience in a Technical Help Desk or Technical Customer Support role
- Extensive experience with ticketing systems and remote supporting tools
- Expertise in troubleshooting across hardware, software, and network environments
- Ability to manage multiple priorities and adapt to a fast-paced environment
- Excellent written and verbal English communication skills, with the ability to effectively engage with internal and external stakeholders at all levels of the organization
What the job involves
- Come join Locus Robotics as a Robotic Technical Support Specialist and be part of our dynamic Support Helpdesk Team
- In this role, you will be the first line of support for our customers, providing timely and professional technical assistance to site teams, diagnosing and resolving Level 1 issues related to our robotic systems and infrastructure
- You’ll be responsible for troubleshooting issues, managing ticket resolution, and ensuring a seamless support experience
- The working hours for this role are Monday to Friday 10am-6:30pm ET
- Manage customer support tickets for tier 1 and tier 2 technical issues, ensuring timely resolution and customer satisfaction
- Serve as the first point of contact for customer sites, providing prompt response and resolution
- Leverage internal monitoring tools to efficiently diagnose and resolve hardware, software, and network-related issues for customers
- Collaborate with engineering and cross-functional teams to troubleshoot and resolve complex technical issues
- Monitor, prioritize, and manage tickets to maintain compliance with defined service level agreements (SLAs)
- Create and update knowledge base articles to improve support workflows and maintain accurate, up-to-date documentation
- Maintain clear, professional, and timely communication with customers throughout the support process
Our take
Many order fulfilment warehouses rely on a combination of human workers and machinery to operate packaging assembly lines. However, these workflows are time-consuming and repetitive, showing the potential for human workers to be replaced with AI-driven robots.
Locus Robotics provides automated robotic technologies for fulfilment warehouses, offering a range of different robots for different workflows. Every robot outputs data that can be tracked and analyzed, and they can be installed rapidly and scaled depending on business size.
Whilst robots in warehouses is not a new concept, they are generally limited to warehouse giants such as Amazon. Locus Robotics, however, has taken a flexible and accessible approach to its technology, aiming to increase access and affordability so that smaller businesses can scale.
Having picked over three billion items across its network of customers, the company is well established. It has also seen significant funding which has supported international expansion. In the longer term, it has plans to consider an IPO, as long as market conditions allow.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
25% employee growth in 12 months
Company
Funding (last 2 of 7 rounds)
Nov 2022
$117m
SERIES F
Sep 2021
$50m
SERIES E
Total funding: $416m
Company benefits
- Career growth and personal development
- Flexible work environment (remote, hybrid or on-site)
- Competitive benefits and personal time off that are specific to the country in which you work
- Peer and company recognition programs
- Wellbeing and mental health resources
Company HQ
Wilmington, MA
Leadership
Rick Faulk
(CEO)Experience as CEO and Chairman of Intronis & Barracuda Networks from 2013 to 2016. CEO of Quiet Logistics from 2016 to 2018.
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