Fleet Support Specialist

Ultra; New York (NY); On-site; USD 60,000 - 85,000; Full time

Job summary

Ultra in New York City is seeking a Fleet Support Specialist to be the first line of defense for keeping our robotic fleet running. You will monitor robots in production, respond to issues remotely, and escalate to the field team only when hands-on intervention is required.

This role thrives on speed, clarity, and customer satisfaction. You will collaborate with engineering and field teams, using logs and dashboards to diagnose problems, improve processes, and expand our knowledge base for

Qualifications

• Strong ability to troubleshoot complex robotic systems using logs and dashboards.
• Excellent written and spoken communication to support customers remotely.
• Comfort with monitoring tools and triaging issues in real time.
• Experience in a customer-facing technical support role is a plus.

Responsibilities

• Provide outstanding remote customer service via Slack, text, or phone while monitors robots in production.
• Triages issues remotely and escalates to field support when hands-on intervention is needed.
• Maintain and improve the triage knowledge base to speed up resolution times.
• Track recurring issues and surface patterns to engineering for product improvements.

Skills

Troubleshooting

Customer support

Monitoring tools

Remote triage

Communication (Slack/Phone/Text)

Tools

Ticketing systems

Job description

Overview

We're seeking a Fleet Support Specialist to join our NYC-based team and serve as the first line of defense keeping our fleet running. You'll monitor robots in production, catch issues before customers do, and resolve as much as possible remotely, escalating to our field team only when hands on the machine are truly required. 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 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 have solid technical troubleshooting instincts and enjoy working closely with customers. You're excited to use your technical knowledge to keep their robots productive.
• You have a knack for understanding how complex systems work, even the ones you can only see through logs and dashboards.
• You know how to surprise and delight customers by building strong relationships in every interaction and properly setting + overdelivering on expectations.
• You're an excellent communicator over Slack, text, and phone, and you can stay calm and clear while a customer is under pressure.
• 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

• Provide outstanding remote customer service in slack, text, or over the phone - monitor robot performance and triage issues proactively as they come up
• Resolve as many issues as possible remotely, and upscale cleanly to field support with a clear handoff when a site visit is needed.
• Maintain and improve our triage knowledge base so the whole team resolves issues faster over time.
• Track recurring issues and surface patterns to the engineering team.

Bonus Skills

• Computer administration, networking, and familiarity with ticketing or monitoring tools.
• Familiarity with robotic or mechanical systems.
• Familiar and comfortable with VR headsets.
• Experience in a customer-facing technical support role.