Technical Support Specialist

ASTRO ROBOTICS SERVICES INC.; Pasay; On-site; PHP 420,000 - 660,000; Full time

Job summary

ASTRO ROBOTICS Service Inc., in partnership with Telexistence Inc., is seeking a Technical Support Specialist to join our Metro Manila operations. You’ll be the technical backbone for Pilots and Call Center Operators, diagnosing issues and coordinating with field and development teams in real time.

This role connects ground observations to product improvements, requires clear cross-time-zone communication, and thrives in a fast-moving startup.

Qualifications

• Bachelor’s degree in Computer Science, Robotics, or a related field.
• 2+ years of technical support experience in startup or tech companies.
• Comfortable working in a Linux environment.
• Experience with remote troubleshooting and diagnostic tools.
• Strong analytical and problem-solving skills.
• Excellent written English for cross-time zone collaboration.
• Ability to prioritize and stay calm under pressure.

Responsibilities

• Provide expert technical support to Pilots and Call Center Operators managing GHOST robots.
• Diagnose and troubleshoot complex issues escalated from frontline staff.
• Own the escalation process from triage to resolution with clear updates.
• Identify recurring failures and feed insights back to the development team.
• Document troubleshooting procedures to build a knowledge base.

Skills

Analytical thinking

Problem-solving

Written English

Prioritization

Calm under pressure

Education

Bachelor’s degree in Computer Science, Robotics, or a related field

Tools

Linux environment

ROS (Robot Operating System)

Microsoft Azure

Job description

About the Role

ASTRO ROBOTICS Service Inc., in partnership with Telexistence Inc. — a Japanese robotics company building autonomous robot systems for retail — is looking for a Technical Support Specialist to join our operations team in Metro Manila. Our GHOST robot in the backrooms of convenience stores across Japan, autonomously restocking beverages on the shelves. Behind every smooth shift is a team of Pilots and Call Center Operators monitoring and guiding the robots in real time — and behind them is you. In this role, you'll be the technical backbone for that frontline team. When something complex breaks or escalates, you're the one who figures it out — fast. You'll dig into root causes, coordinate with field and development teams, and make sure issues don’t repeat. This isn’t just a ticket-closing role. We’re looking for someone who connects the dots between what’s happening on the ground and what needs to change in the product — and communicates that clearly, across teams and time zones.

What You’ll Do

Core: Technical Support & Escalation

• Provide expert technical support to Pilots and Call Center Operators managing GHOST robots
• Swiftly diagnose and troubleshoot complex issues escalated from front-line staff
• Own the escalation process — from triage through resolution — with clear communication at every step
• Identify recurring failure patterns and feed insights back to the development team
• Report product defects and improvement suggestions with enough context to be actionable

Cross-Team Collaboration

• Coordinate with Field Support teams for on-site repairs, providing clear technical context before dispatch
• Assist the Development team with software update rollouts and operational testing
• Document troubleshooting procedures to build a knowledge base for the team
• Support teammates and share technical know-how across the support organization

Why This Role Stands Out

• You’ll work at the intersection of robotics, AI, and real-world retail operations — few support roles offer this mix
• Your escalations and bug reports directly influence product development — your observations shape what gets built next
• Direct collaboration with Telexistence’s engineering and field teams in Japan
• A role where analytical thinking matters as much as technical depth — you’ll need both
• Fast-moving startup environment where the scope of your impact grows as the fleet scales
• Experienced candidates may be considered for a higher salary rate, depending on relevant experience and qualifications. Final compensation will be discussed upon issuance of the Employment Offer.

Requirements

Must-Have

• Bachelor’s degree in Computer Science, Robotics, or a related field
• 2+ years of experience in technical support (startup or established tech company preferred)
• Comfortable working in a Linux environment
• Experience with remote troubleshooting and diagnostic tools
• Strong analytical and problem-solving skills — you can break down a complex issue quickly
• Strong written English communication skills (cross-time zone collaboration with Japan-based teams)
• Ability to prioritize and execute calmly in high-pressure situations

Nice to Have

• Familiarity with AI and machine learning concepts
• Understanding of robotic systems and ROS (Robot Operating System)
• Basic knowledge of VR systems or low-latency video transmission
• Experience with cloud platforms, particularly Microsoft Azure
• Background in retail operations, especially Japanese convenience store formats
• Prior experience in software engineering, systems development, or application development

Work Location

Four E-Com Center, Pasay, Metro Manila

Ready to take the leap?