Robotics Support Specialist (SwarmFarm Robotics)

Tenth Revolution Group; Murrumburrah; On-site; AUD 90,000 - 120,000; Full time

Job summary

SwarmFarm Robotics is seeking a Robotics Support Specialist to help customers derive reliable value from autonomous farming robots. You will split time between direct support, building thorough documentation, and hands-on product work with debugging and tooling.

Ideal candidates have 3+ years in technical support for complex equipment, strong fault-finding on electrical/control systems, and experience converting field findings into reusable knowledge. Join a collaborative, growth-focused team.

Qualifications

• 3+ years in technical support or service on complex equipment with hardware, electronics and software.
• Proven fault-finding on electrical and control systems using schematics and signals.
• Diagnose from logs/telemetry rather than component replacement.
• Track record of creating troubleshooting guides or fault reports.
• Experience with structured ticketing and defined response timelines.

Responsibilities

• Customer Support - diagnose and resolve complex hardware/software issues escalated from Level 1.
• Documentation & Knowledge Base - create, update, and improve guides and articles.
• Technical Problem Solving & Tooling - diagnose, script, and improve internal tools; assist engineering.
• Collaboration - share logs, context, and reproduction steps with product and engineering teams.

Skills

Hardware & software

Fault diagnosis

Tech content writing

Ticketing systems

Cross-functional collaboration

Customer communication

Job description

Robotics Support Specialist (SwarmFarm Robotics)

TRG (Tenth Revolution Group) is proud to be partnering exclusively withSwarmFarm Robotics, a pioneer in autonomous agriculture technology.

We are on a mission to inspire and empower farmers around the world and together is how we make it happen. Knowing your job is knowing your position on this team. Like elite athletes, we win together when everyone owns their role, trusts their teammates, and plays to their strengths. Clarity drives confidence, and confidence drives results.

Let's ensure you know your role on our team. GAME ON!

PURPOSE

As a Robotics Support Specialist, you will help our customers get reliable, productive, and confident value from SwarmFarm's autonomous farming robots, while also helping make the product itself better. You'll split your time between speaking directly with customers, building out our documentation and knowledge base, and getting hands-on with the product through tooling, code review, and bug-hunting. This blend of customer-facing and engineering work means you don't just close the ticket in front of you. You help make sure the same issue doesn't come back for the next customer.

Required Experience

• 3+ years in a technical support, service engineering, field service or maintenance role on complex equipment where hardware, electronics and software work together (e.g. agricultural or heavy machinery, autonomous or automotive systems, industrial automation, robotics, medical or scientific equipment, telecoms or IoT hardware)
• Proven fault-finding on electrical and control systems - able to work from schematics and reason about how power and signal move through a machine
• Experience diagnosing from evidence rather than replacement: using logs, diagnostic software, telemetry or monitoring data to establish what actually failed
• A track record of producing technical content other people depended on - troubleshooting guides, knowledge articles, service bulletins or detailed fault reports
• Experience working within a structured ticketing and prioritisation system, to defined response and resolution expectations
• Some experience working alongside a software or engineering team - raising defects, reproducing issues, or feeding field findings into product improvement

*** Equally welcome: a junior-to-mid engineer from a software, mechatronics or robotics background with genuine customer-facing exposure and real hands-on electrical competence. We are open on the route in; the capabilities below are what matter ***

YOUR TIME ON RESPONSIBILITIES

Customer Support - 10 - 20% of your time

Documentation & Knowledge Base - 20 - 40% of your time

Technical Problem Solving & Tooling - Remainder of your time (approx. 40 - 70%)

KEY RESPONSIBILITIES:

Customer Support

• Diagnose and resolve complex hardware and software issues escalated from Level 1, using log analysis, remote diagnostics and system monitoring to find root cause.
• Work directly with customers by phone or remote session where live troubleshooting is the fastest path to a fix, communicating clearly and confidently under pressure.
• Act as the technical authority the wider business escalates to, giving Customer Success and Field Operations clear direction on what to do next.
• Route issues to Field Operations or Engineering in line with the escalation process when the fix sits outside Level 2

Document & Knowledge Base

• Create, maintain, and continuously improve customer facing documentation, troubleshooting guides, and our internal knowledge base.
• Turn recurring support issues and technical findings into clear, reusable documentation that reduces future ticket volume.
• Support customer onboarding and training materials, keeping content accurate as the product evolves.

Technical Problem-Solving & Tooling

• Investigate and resolve technical issues in the product, diagnosing root causes across hardware and software systems.
• Build and improve internal tools and scripts that make diagnosing, monitoring, and resolving issues faster and easier.
• Review code changes and contribute fixes, working closely with the engineering team to improve product reliability.
• Identify and reproduce bugs, and provide engineering with clear, well-documented findings from the field to help prioritise fixes.

Collaboration and Continuous Improvement

• Partner with the product and engineering teams to escal complex issues, sharing well organised logs, context, and reproduction details.
• Contribute field insights to help prioritise product enhancements and reliability improvements based on customer impact.
• Champion continuous improvement across support processes, tooling, and documentation, and build strong relationships with customers along the way.

Why SwarmFarm?

SwarmFarm is driven by three core values that shape its culture and way of working:

It Matters - Meaningful work that supports farmers and drives a more sustainable agricultural future.
Get It Done - A solutions-focused mindset and commitment to delivering quality outcomes.
We Win Together - A highly collaborative team where success is shared across customers, partners, and colleagues.

We appreciate the time taken to apply. Due to the volume of applications, we will be in touch with candidates who are shortlisted for the next stage.

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