Technical Support Analyst, Korial

• Proven experience in technical support, IT helpdesk, service desk, or network operations center (NOC) environment
• Confident working with Linux-based systems via the command line (CLI)
• Ability to connect to remote systems using SSH and follow troubleshooting runbooks
• Comfortable inspecting logs and performing basic system checks in a terminal environment
• Exceptional proficiency in spoken and written English
• A highly independent and reliable work ethic, with the ability to manage your time and responsibilities effectively without direct supervision during your shift
• A passion for creating structure and improving processes; you see documentation and best practices as essential
• Excellent problem-solving skills and a calm, methodical approach to handling urgent technical issues
• You must be willing and able to work on a consistent evening shift schedule, including weekends and holidays, as part of a rotating team (e.g., approximately 4 PM to 12 AM CT)

Desirable

• This role is a unique opportunity to be a founding member of our 24/7 global "follow-the-sun" support model. We are specifically hiring for or the evening shift aligned with U.S. Central Time to provide critical, real-time support to our key customers during their peak operational hours in Europe
• Based in the United States, you will be the expert on duty, ensuring our robotic fleets and customers are successful overnight. This is not a standard 9-to-5. This role is built for a reliable, independent individual who thrives working non-traditional hours
• Your mission is to provide world-class technical support while building the processes and documentation that will define our global service excellence
• Please note: This position requires working on a consistent evening schedule (e.g., approximately 4 PM to 12 AM Central Standard Time) and weekends as part of a rotational team
• Provide Critical Evening Support: Act as the primary support contact during the evening shift (approx. 4 PM - 12 AM Central StandardTime), bridging time zones to provide uninterrupted assistance to customers across Europe, Asia-Pacific, and the Middle East
• Drive the Customer Support Experience: Manage the inbound support queue through tickets, chat, and other channels by providingexpert guidance and troubleshooting for our mobile robot fleets
• Drive Service Excellence: Implement and refine support processes to build a predictable, high-quality, and scalable support system for our global operations
• Build Our Knowledge Base: Create and maintain clear, effective documentation, FAQs, and troubleshooting guides to empower both our customers and internal teams
• Champion Continuous Improvement: Analyze support trends from your shift, identify recurring issues, and collaborate with our global teams to propose lasting improvements to our products and processes