Autonomous Robotics Support Specialist

Thoro.ai; Pittsburgh (Allegheny County); On-site; USD 55,000 - 75,000; Full time

Job summary

Thoro.ai in Pittsburgh, PA, seeks a Customer Experience Specialist to join our growing team. The role blends technical troubleshooting with strong communication to support OEM partners and end customers, ensuring successful product adoption and customer satisfaction.

Some on-site work may be required to assist with deployments. You will work closely with engineering to reproduce bugs, document solutions, and translate complex issues into clear guidance.

Qualifications

• 1–5 years experience in technical support, help desk, or field technician role.
• Strong written and verbal communication skills.
• Ability to explain technical concepts to non-technical audiences.
• Customer-first mindset with strong problem ownership.

Responsibilities

• Acquire working knowledge of Thoro portal, OEM portals, logs, and debugging tools.
• Troubleshooting and resolving escalated customer technical issues.
• Act as a technical escalation point beyond frontline support.
• Communicate clearly with OEMs and customers about root causes, workarounds, and timelines.
• Collaborate with engineering and reproduce bugs to validate fixes.
• Document solutions, known issues, and best practices for internal and external use.
• Travel onsite to assist with customer deployment and gather feedback.

Skills

Technical support

Communication

Troubleshooting

Customer advocacy

Job description

Thoro.ai in Pittsburgh, PA, seeks a Customer Experience Specialist to join our growing team. The role blends technical troubleshooting with strong communication to support OEM partners and end customers, ensuring successful product adoption and customer satisfaction.

Some on-site work may be required to assist with deployments. You will work closely with engineering to reproduce bugs, document solutions, and translate complex issues into clear guidance.