Customer Experience 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 is delivering on the promise of autonomy, making people more productive and work more satisfying. A software, cloud and integration company, we build everything that is necessary for manufacturers of industrial equipment to launch autonomous products. We also deploy our fleet management solutions to integrate these products into end user workflows, by building connections to Warehouse Management Systems and other business critical systems.

Thoro is headquartered in the heart of Pittsburgh, PA. Our team brings deep industry and subject matter expertise, along with a collaborative and optimistic outlook on the future of industrial robotics.

Thoro is in a great position to lead the autonomous mobile robotics space with a team of incredible depth and expertise, the technology to deliver, and the partnerships to build a transformative business for the future.

We’re seeking a future team member for the role of Customer Experience Specialist to join our Customer Experience team. This role is located in Pittsburgh, PA.

Role Summary

The Technical Support Specialist partners directly with Original Equipment Manufacturer (OEM) partners—and, in some cases, with end customers—to resolve technical issues, ensure successful product adoption, and surface actionable feedback to internal teams. This role blends technical troubleshooting with strong communication skills and customer advocacy.

At times, the role also requires on-site support to assist with training, troubleshooting, and feedback collection, helping ensure overall customer success.

Key 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 act with a product mindset to reproduce bugs and validate fixes
• Document solutions, known issues, and best practices for internal and external use
• Identify recurring customer pain points and flag them for systemic improvement
• Travel onsite to assist with customer deployment and gather feedback.

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