Field Support Technician

Ultra; New York (NY); On-site; USD 60,000 - 90,000; Full time

Job summary

Ultra in New York City seeks a Field Support Technician to join our NYC-based team. You will diagnose, repair, and maintain our robotic fleet in the field, traveling to customer sites to keep production running smoothly.

You’ll train customers to maximize robot performance, document fixes for the remote team, and contribute to HQ projects from design through testing. Expect high autonomy and frequent travel.

Qualifications

• Strong foundation in mechanical and electrical troubleshooting.
• Willingness to travel 3–4 weeks per month.
• Ability to work with customers to maximize robot performance.
• Proactive, fast-thinking, and self-motivated in a high-autonomy environment.

Responsibilities

• Travel to customer sites to diagnose and repair mechanical, electrical, and robotic issues; perform component swaps and preventive maintenance.
• Train and support customers’ employees to optimize robot usage.
• Document fixes so the remote team can resolve issues faster in the future.
• Contribute at HQ to building robots, including design input, assembly, and testing before deployment.
• Provide outstanding remote customer service via Slack, text, or phone, and monitor robot performance to triage issues.

Skills

Field troubleshooting

Customer interaction

Autonomy

Prioritization

Robotics knowledge

Tools

CAD/CAM

3D Printing

CNC machining

Electrical assembly

Job description

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