Position Details

Salary $72K – $83K USD / year

Type Full-Time

Experience mid

Exp. Years Not specified

Education Not specified

Category Customer Success & Support

About this role

This role involves investigating and resolving customer issues related to robotic and software systems, utilizing diagnostics, telemetry, and automation tools to improve support efficiency.

Key Responsibilities

Investigate customer issues
Analyze system logs
Build automation scripts
Identify systemic failure patterns
Maintain support documentation

Technical Overview

The technical environment includes diagnostics, telemetry systems, support tooling, scripting, and AI-assisted workflows to troubleshoot and resolve system issues remotely.

Ideal Candidate

The ideal candidate is a technically skilled support analyst with strong troubleshooting and diagnostic skills, experienced in using automation and AI tools to resolve customer issues efficiently in a remote environment.

Must-Have Skills

TroubleshootingDiagnosticsSupport toolingAutomationAI toolingCustomer issue investigationSystem performance analysis

Nice-to-Have Skills

ScriptingMonitoring toolsCross-team collaborationSupport documentation

Tools & Platforms

Support toolingTelemetry systemsMonitoring toolsSupport documentation platforms

Required Skills

TroubleshootingDiagnosticsTelemetrySupport toolingAutomationAI toolingCustomer issue investigationSystem logsSupport documentation

Hard Skills

TroubleshootingDiagnosticsTelemetrySystem logsSupport toolingAutomationAI toolingScriptingCustomer issue investigationSystem performance analysis

Soft Skills

Problem-solvingCommunicationCollaborationDocumentationAnalytical thinking

Industry & Role

Industry Retail Robotics

Job Function Resolve customer issues through diagnostics, automation, and collaboration

Role Subtype Help Desk L2

Keywords for Your Resume

Technical Support AnalystTroubleshootingDiagnosticsTelemetrySupport toolingAutomationAI toolsCustomer issue investigationSystem logsSupport documentationRemote supportSupport engineerSystem performanceSupport workflowsRemote troubleshootingTechnical supportAI toolingCustomer issues

Deal Breakers

Lack of troubleshooting experience, No experience with support tooling or automation, No remote support experience, Lack of problem-solving skills

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