Field Support Technician

Socket.dev; New York (NY); On-site; USD 70,000 - 100,000; Full time

Job summary

Ultra builds industrial AI robots deployed in U.S. warehouses, delivering end-to-end automation. The Field Support Technician will operate on-site in New York City, traveling as needed to service robots and keep fleets running. You will interact with customers to maximize uptime and relay field learnings to product teams.

The role demands hands-on mechanical/electrical skills, strong customer focus, and a high sense of urgency in a fast-moving startup setting.

Qualifications

• Strong foundation in mechanical and electrical troubleshooting.
• High urgency and proactive problem solving.
• Willingness to travel up to 3–4 weeks per month.
• Customer-facing mindset and relationship building.
• Ability to work autonomously in a high-trust environment.

Responsibilities

• Travel to customer sites to diagnose and repair mechanical, electrical, and robotic issues in the field.
• Train and support customers’ employees to maximize robot usage.
• Provide voice of the customer to product, software and ML teams.
• Document fixes for faster issue resolution by the remote team.
• Assist HQ with robot assembly and testing before deployment.
• Provide outstanding remote support via Slack, text, or phone.

Skills

Troubleshooting

Mechanical

Electrical

Customer-service

Travel readiness

Autonomy

Tools

CAD/CAM

3D Printing

CNC machining

Electrical assembly

Networking

VR headsets

Job description

About Ultra

Ultra builds industrial AI robots that are working in the real world today. Our robots automate mission-critical warehouse labor end-to-end, starting with e-commerce order packaging. We deploy fast, learn from real production data, and iterate aggressively. We already have a quickly growing number of revenue-generating robots operating in U.S. warehouses, and are now scaling towards thousands of deployments over the next few years. Our mission is simple: build the world's most useful and deployable robot.

WARNING: Robotics is not for the faint of heart. There are no silver bullets here. It is tiresome, unglamorous, and at times brutal work. The only way out is through, and the only way through is treacherous and unknown.

Success will require teamwork – so we are building a world-class team to tackle some of the most exciting problems out there. We hope you join us.

Overview

We're seeking a Field Support Technician to join our NYC-based team and be the person who shows up when a robot can't be fixed remotely. When our remote support team hits the limit of what they can resolve over Slack or a phone line, you're on your way to the site to get the robot back into production. We're an early stage company moving very fast in a rapidly growing space, and we welcome people from any background as long as you're excited to join our mission, drive immediate impact, and create a future where automation is accessible to all.

Who You Are

• You have a strong foundation in mechanical and electrical troubleshooting, but also enjoy working closely with others. You'll be responsible for working with our customers to get the most out of our robots, and you are excited about using your technical knowledge to empower them.
• You bring an extreme sense of urgency to your work – you move quickly and decisively to get things done, and you are always trying to think one step ahead.
• You won't be shying away from frequent travel on short notice, up to 3 or 4 weeks a month. Field visits are dispatch-driven rather than multi-week sprints, so your schedule flexes with where the fleet needs you.
• You have the knack for understanding how complex mechanical and electrical systems work. Typically you like putting things together "without the manual".
• You know how to surprise and delight customers by building strong relationships in every interaction and properly setting + overdelivering on expectations.
• You thrive in a high-trust, high-autonomy environment. You don't need to be micromanaged on what the top priorities are at any given moment

What You’ll Do

• Travel to our customer sites to:
• Diagnose and repair mechanical, electrical, and robotic issues in the field, swap components, and run preventive maintenance to keep the fleet healthy.
• Train and support our customers’ employees to get the most out of our robots.
• Use your extensive knowledge from the field to bring the voice of the customer to our product, software and ML teams as they design and build our robots and software.
• Document every fix so the remote team can resolve the same issue faster next time.
• When at HQ, help build our actual robots, from being a part of the design and component selection process, to assembly and testing before we deploy.
• Provide outstanding remote customer service in slack, text, or over the phone – monitor robot performance and triage issues proactively as they come up.

Bonus Skills

• Experience with CAD/CAM, manufacturing methods including 3D Printing, CNC machining, and electrical assembly.
• Computer assembly, administration, and networking.
• Familiar and comfortable with VR headsets.
• Experience building and troubleshooting robotic and mechanical systems.

Expected Compensation

$70,000 - $100,000/annual salary + equity + benefits

This compensation range may be inclusive of several career levels at Ultra and will be narrowed during the interview process based on the candidate’s experience and qualifications. Adjustments outside of this range may be considered for candidates whose qualifications significantly differ from those outlined in the job description.

Equal Employment Opportunity Statement

We are an Equal Opportunity Employer. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We are committed to creating a diverse and inclusive environment and encourage applicants from all backgrounds to apply.