Robotics Tech Support Analyst — AI‑Driven Troubleshooting

Simbe Robotics; Stati Uniti; Remoto; USD 67.000 - 78.000; Tempo pieno

Descrizione del lavoro

Simbe Robotics is seeking a Technical Support Analyst to investigate and resolve customer issues across robotic and software systems. This contract role has potential to convert to full-time based on performance.

You will analyze diagnostics, telemetry, and logs, build lightweight tools, and collaborate with Engineering and Operations in a remote-first team to improve support processes and tooling.

Competenze

• Bachelor’s degree or equivalent practical experience.
• Demonstrated technical troubleshooting ability for hardware, software, or systems.
• Ability to analyze telemetry data, logs, and operational metrics to diagnose root causes.
• Experience using scripting (Python, SQL, bash, or similar) or automation tools to reduce manual work.
• Demonstrated ability to use AI tools and agents to accelerate investigation and analysis workflows.
• Strong analytical thinking and methodical approach to problem-solving.
• Excellent written communication — ability to document clearly and communicate technical findings to non-technical stakeholders.
• Comfortable learning new systems and tooling quickly.

Mansioni

• Customer Issue Investigation and Resolution: Investigate and resolve incoming customer issues using internal diagnostics, system data, logs, and support tooling. Analyze issues related to robot operation, scan quality, data accuracy, CV pipeline outputs, and system performance. Drive issues through to resolution, not just triage.
• Technical Troubleshooting: Reproduce and analyze reported issues with rigor. Gather relevant data and diagnostic context. Work with Engineering and Operations to resolve issues that require cross-functional input, and provide thorough documentation when escalating.
• Automation and Workflow Tooling: Build scripts, automations, or lightweight tools to accelerate investigation workflows, automate recurring analysis tasks, and reduce manual effort across the support function. Use AI tools and agents as core parts of the investigation and analysis workflow.
• Pattern Identification and Systemic Issues: Identify recurring issues and systemic failure patterns across the customer base. Surface these to Engineering and Product with clear data and context. Contribute to reducing issue recurrence through improved documentation, detection, and escalation.
• Support Operations and Documentation: Contribute to internal support documentation, runbooks, and escalation procedures. Help maintain and improve the operational processes that enable the team to scale.
• Cross‑Team Collaboration: Collaborate with Engineering, Product, and Operations in a remote‑first environment. Provide detailed investigation context when escalating. Help internal teams understand customer‑facing issue patterns.

Conoscenze

Technical troubleshooting

Telemetry data analysis

Scripting (Python/SQL/bash)

AI tooling

Communication

Problem solving

Learning agility

Formazione

Bachelor’s degree or equivalent practical experience

Strumenti

Jira Service Management

Diagnostics tools

Descrizione del lavoro

Simbe Robotics is seeking a Technical Support Analyst to investigate and resolve customer issues across robotic and software systems. This contract role has potential to convert to full-time based on performance.

You will analyze diagnostics, telemetry, and logs, build lightweight tools, and collaborate with Engineering and Operations in a remote-first team to improve support processes and tooling.