Robotics Support Engineer - 24/7 Onsite Help Desk

Tutor Intelligence, Inc.

Massachusetts

On-site

USD 33,000 - 37,000

Full time

7 days ago

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Benefits offered by this job

Health insurance

401(k) plan

Unlimited PTO

Paid holidays

In-office meals

Job summary

Tutor Intelligence, Inc. is seeking a Robot Support Specialist to provide hands-on technical customer support for our robot fleet and assist engineering to improve products. You will diagnose issues, communicate clearly with customers, and help ensure rapid resolutions.

This role requires weekend/holiday availability and is fully in-person in Watertown, MA, with shifts across 7am–7am windows to cover 24/7 operations.

Qualifications

3+ years of experience in technical support, customer support, IT help desk, field service, or another hands-on troubleshooting role.
Curious, methodical approach to solving technical problems.
Clear, calm communication, on phone and in writing.
Comfort picking up new software tools quickly.
Dependable with weekend/holiday shifts for 24/7 operation.

Responsibilities

Provide technical customer support for robot fleet, diagnosing and resolving issues in real time.
Answer inbound customer support calls with friendly, professional service and updates until resolution.
Own complex escalated technical issues and drive them to resolution.
Follow structured troubleshooting playbooks to resolve robot issues consistently and efficiently.
Monitor robot performance, identify issues before impacting customers.
Communicate blockers, recurring issues, and improvements to customers, engineers and managers.
Participate in feedback loop, peer reviews, playbook updates, tooling/process improvements.
Document issues and resolutions for smooth handoffs across 24/7 shifts; adapt to evolving workflows.