Senior Technical Support Specialist

We are seeking a dedicated and proactive Senior Technical Support Specialist to join our team in Pittsburgh. The ideal candidate will have a strong aptitude for customer interaction, excellent problem-solving skills, and a commitment to ensuring customer satisfaction. Key Responsibilities: • Lead the response, resolution, and support of complex external and internal customer issues, including serving as an escalation point for high-priority cases. Investigate, analyze, and solve advanced technical or operational issues, requiring deep expertise in Agility's products and services. • Provide outstanding customer support via phone, email, and other communication channels, while setting best practices and guiding team members on customer engagement standards. • Manage and lead efforts to assist customers with troubleshooting complex technical issues related to our robotics products and services. • Work closely with engineering and technical teams to drive timely resolution of complex customer inquiries, ensuring alignment on root cause and long-term fixes. • Document and track customer interactions and issue resolutions using our ticketing system. • Collaborate with cross-functional teams to identify recurring issues and implement long-term solutions. • Follow up with customers to ensure that their issues have been fully resolved and that they are satisfied with the outcome. • Proactively identify opportunities to improve our products and services based on customer feedback. Qualifications: • Bachelor's degree or equivalent experience required. • Strong interpersonal and communication skills, with the ability to effectively interact with customers of all technical backgrounds. • Excellent problem-solving abilities and a proactive approach to issue resolution. • Exceptional attention to detail and organizational skills. • Ability to work independently and prioritize tasks in a fast-paced environment. • Previous experience in customer support or a related field is a plus, but not required. • Passion for robotics and technology is highly desirable This is an onsite position at our Salem office. The final salary offered to a successful candidate will be dependent on several factors that may include but are not limited to: job-related knowledge, skills, and experience. Agility Robotics is a multi-state employer and this salary range may not reflect positions who work in other locations. These ranges may be modified in the future. Anticipated Base Salary Range $88,000-$114,000 USD In addition to base pay, our competitive total rewards package consists of the following for full-time employees: • 401(k) Plan: Includes a 6% company match. • Equity: Company stock options. • Insurance Coverage: 100% company-paid medical, dental, vision, and short/long-term disability insurance for employees. • Benefit Start Date: Eligible for benefits on your first day of employment. • Well-Being Support: Employee Assistance Program (EAP). • Time Off: • Exempt Employees: Flexible, unlimited PTO and 12 company holidays, including a winter shutdown. • Non-Exempt Employees: 10 vacation days, paid sick leave, and 12 company holidays, including a winter shutdown, annually. • On-Site Perks: Catered lunches four times a week and a variety of healthy snacks and refreshments at our Salem and Pittsburgh locations. • Parental Leave: Generous paid parental leave programs. • Work Environment: A culture that supports flexible work arrangements. • Growth Opportunities: Professional development and tuition reimbursement programs. • Relocation Assistance: Provided for eligible roles. • Annual Discretionary Bonus: Provided for eligible roles. All of our roles are U.S.-based. Applicants must have current authorization to work in the United States.