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
Compensation and Benefits:The salary range for this role is $80,000 to $120,000, depending on experience. We are open to a variety of seniority levels for this role and will build compensation packages that are commensurate with seniority and skill level. Base salary is just one part of the overall compensation at Standard Bots. All Full-Time Employees are eligible for Employee Stock Options. We also offer a package of benefits including paid time off, medical/dental/vision insurance, life insurance, disability insurance, and 401(k) to regular full-time employees.
