Robotics Support Analyst I

eBay Inc.; Longmont (CO); On-site; USD 40,000 - 78,000; Full time

Benefits offered by this job

401(k) eligibility

Paid time off

Parental leave

Medical benefits

Job summary

eBay Inc. is seeking a Robotics Support Analyst to ensure customers have maximum uptime for the Roca Sorter by diagnosing hardware and software issues via chat, email, phone, and video calls.

The role involves developing user documentation, occasional travel to repair machines on-site, and packing spare parts for shipment. You will handle customer inquiries, troubleshoot robotics-related problems, and contribute to maintenance guidance while leveraging Python, SQL, and Linux.

Qualifications

• Prior customer service experience.
• Personal or professional experience working with hardware, machinery, equipment, electronics, or robotics.
• Prior remote support of robotics or complicated machines.
• Experience with ZenDesk or similar customer support tracking systems.
• Basic Linux knowledge, including usage of command lines.
• Familiarity with SQLite3, Python, and Atlassian products such as Jira and Confluence.
• Familiarity with git and related code repository software.

Responsibilities

• Deliver excellent customer service to customers by answering inquiries, troubleshooting issues while using tools such as ZenDesk, chat, email, phone, and video calls.
• Handle a small number of cases requiring travel to customer sites for in‑person resolution.
• Discover, investigate, and resolve issues related to robotics hardware, wiring, and software using Python, SQL, and Linux.
• Develop documentation and instructions for use and common repairs.
• Provide maintenance mentorship to customers through phone, video, and Slack communications.

Skills

Customer service

Hardware experience

Remote support

Linux

SQL

Python

Git

Education

High school diploma or equivalent

Tools

ZenDesk

SQLite3

Python

Jira

Confluence

Git

Job description

About the team and the role

Roca Robotics designs, manufactures and supports automation and digitization hardware and software for sorting and managing collectibles. Roca’s current product, the Roca Sorter, can fully alphabetize 1000 Magic, Pokemon, or YuGiOh cards in two hours.

The Robotics Support Analyst ensures customers have maximum uptime with the Roca Sorter by assessing and addressing hardware and software issues affecting performance through technical support. This is done via chat, email, phone, and video call. The analyst also develops user documentation, occasionally travels to repair machines at customer sites, and packages spare parts for shipment.

What you will accomplish

• Deliver excellent customer service to customers by answering inquiries, troubleshooting issues while using tools such as ZenDesk, chat, email, phone, and video calls.
• Handle a small number of cases requiring travel to customer sites for in‑person resolution.
• Discover, investigate, and resolve issues related to robotics hardware, wiring, and software using Python, SQL, and Linux.
• Develop documentation and instructions for use and common repairs.
• Provide maintenance mentorship to customers through phone, video, and Slack communications.

What you will bring

• Prior customer service experience.
• Personal or professional experience working with hardware, machinery, equipment, electronics, or robotics.
• Prior remote support of robotics or complicated machines.
• Experience with ZenDesk or similar customer support tracking systems.
• Basic Linux knowledge, including usage of command lines.
• Familiarity with SQLite3, Python, and Atlassian products such as Jira and Confluence.
• Familiarity with git and related code repository software.
• High school diploma or equivalent.

Compensation

Pay range: $17–$27 per hour ($40,000–$78,000 base salary). Compensation may include a target bonus and restricted stock units, as well as a full range of medical, financial, and other benefits, including 401(k) eligibility and various paid time off benefits, such as PTO and parental leave.

Other Information

Location: Longmont, CO. This is an at‑will position. Remote roles are not eligible for U.S. visa sponsorship.

eBay is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, veteran status, disability, or other legally protected status. If you have a need that requires accommodation, please contact [e-mail].