Remote Robotics 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

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