Tier 1 Support Technician

Skills

About the Role

You will troubleshoot and resolve customer issues with robotics systems, supporting a fleet of AMRs, AGVs, and robotic arms. You will document and escalate complex issues with detailed logs, keep customers informed during outages, and turn what you learn into knowledge base articles and step-by-step procedures. You will work with both US and China engineering teams. The schedule is Monday through Friday, 11a to 8p Mountain Time, with occasional weekend on-call. This is an hourly remote position open to candidates in any US time zone.

Requirements

• 2+ years in technical support, help desk, or customer-facing troubleshooting
• Business-fluent English
• Eligible to work in the United States
• Available Monday through Friday, 11:00 a.m. to 8:00 p.m. Mountain Time
• Comfortable with Microsoft Teams and Microsoft Office
• Reliable internet and a quiet workspace
• Strong writing skills for support tickets, knowledge base articles, and procedures
• Calm and clear under pressure when a customer's operation is down
• Familiarity with command-line Linux is a plus

Responsibilities

• Provide technical support for the robot fleet, including AMRs, AGVs, and robotic arms
• Document and escalate complex issues with detailed logs and clear notes
• Communicate clearly with customers during outages and high-pressure situations
• Write and maintain knowledge base articles from resolved issues
• Turn repeat problems into clear, step-by-step procedures

Benefits

• Employer-subsidized medical, dental, and vision insurance
• Health Savings Account (HSA) and Flexible Spending Account (FSA) options
• 401(k) retirement savings plan
• Dedicated vacation and sick leave
• Remote position