Robotics Hardware Support Engineer - Level 1 (Equity)

Namely

Burlington (MA)

On-site

USD 100,000 - 115,000

Full time

7 days ago

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Job summary

10Beauty in Burlington, MA is seeking a Technical Support Engineer (Level 1) to diagnose, troubleshoot, and resolve issues in the field using remote access tools. You will collaborate with Engineering, Product, Operations, and Field Service to deliver a high-quality support experience for our robotics products.

The ideal candidate has 3+ years in hardware/IoT support, strong communication, and comfort with Linux and networking basics.

Qualifications

3+ years in technical support or related roles in hardware/IoT environments.
Experience diagnosing hardware and software issues in production.
Proficient with ticketing systems and remote support tools.
Strong communication for explaining technical concepts.
Familiarity with Linux, networking basics, APIs, or scripting languages is a plus.

Responsibilities

Serve as the first point of contact for technical support on deployed robotic systems.
Diagnose and resolve hardware, software, networking, and connectivity issues remotely.
Guide users through troubleshooting via phone, chat, video, and remote tools.
Escalate complex issues to Level 2 or engineering as needed.
Document issues, root causes, and resolutions in the ticketing system.
Monitor system health alerts and respond to operational issues.
Collaborate with Engineering, Product, Operations, and Field Service.
Contribute to internal knowledge base and troubleshooting guides.
Identify patterns and provide feedback to improve product.
Participate in weekend coverage (Wed-Sun retail hours).