Technical Support Specialist

Astro Robotics Services Inc; Pasay; On-site; PHP 480,000 - 720,000; Full time

Job summary

ASTRO ROBOTICS Service Inc. in Metro Manila is seeking a Technical Support Specialist to join our operations team.

You’ll be the technical backbone for pilots and call center operators, diagnosing issues, coordinating with field and development teams, and ensuring problems don’t recur. You’ll own escalation from triage to resolution, contribute to a knowledge base, and support software rollouts while collaborating with Japan-based teams.

Qualifications

• Bachelor's degree in Computer Science, Robotics, or related field.
• 2+ years of technical support experience.
• Comfortable working in a Linux environment.
• Experience with remote troubleshooting and diagnostics.
• Strong analytical and problem-solving skills.
• Strong written English communication; cross-timezone work with Japan.
• 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 front-line staff
• Own escalation process from triage to resolution with clear updates
• Identify recurring failure patterns and feedback to development team
• Report defects and improvements with actionable context
• Coordinate with Field Support for on-site repairs with clear context
• Assist Development team with software rollouts and testing
• Document troubleshooting procedures to build a knowledge base
• Support teammates and share know-how across the organization

Skills

Linux

Remote troubleshooting

Analytical thinking

English communication

Problem solving

Under pressure

Education

Bachelor's degree in Computer Science, Robotics, or related field

Tools

ROS (Robot Operating System)

Job description

Pasay City, Philippines | Posted on 09/17/2026

• State/Province National Capital Region (Manila)
• Country Philippines

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

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

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.

KDDI, a leading Japanese telecommunications company that invests in TX, showcased their product, the AI shelf-stocking robot Ghost, at the 2025 exhibition in Barcelona under the theme 'Future Convenience and Store.' This product is exclusively supported by our company.

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-timezone 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