Robotics Tech Support Engineer - Hardware & Field, Equity

Clockwork (acquired by 10Beauty); Burlington (MA); On-site; USD 100,000 - 115,000; Full time

Benefits offered by this job

Equity

Benefits

Job summary

10Beauty, a Burlington, MA robotics startup, is hiring a Technical Support Engineer for Level 1 support. You’ll diagnose and resolve hardware/software issues remotely, guiding customers via phone, chat, video, and remote tools while coordinating with Engineering and Product teams.

Ideal candidates have 3+ years in technical support or related roles in hardware/IoT environments, with strong communication skills and a customer-first mindset. Equity and benefits are included for full-time staff.

Qualifications

• 3+ years of experience in technical support, support engineering, technical operations, or customer-facing engineering roles within hardware/ robotics/ IoT environments.
• Experience diagnosing both hardware and software issues in real-world production environments.
• Familiarity with Linux, networking fundamentals, APIs, or scripting languages is a plus.

Responsibilities

• Serve as the first point of contact for technical support issues related to deployed robotic systems.
• Diagnose and resolve hardware, software, networking, and connectivity issues remotely.
• Guide members and field personnel through troubleshooting steps via phone, chat, video, and remote support tools.
• Escalate complex technical issues to Level 2 support or engineering teams when necessary.
• Document issues, root causes, resolutions, and recurring trends within ticketing systems.
• Monitor system health alerts and proactively respond to operational issues.
• Partner cross-functionally with Engineering, Product, Operations, and Field Service teams to improve support processes and product reliability.
• Contribute to internal knowledge base documentation and troubleshooting guides.
• Help identify patterns in support requests and provide feedback to improve product performance and user experience.
• Participate in weekend support coverage as part of the regular schedule (Wednesday-Sunday on retail hours).

Skills

Technical support experience

Hardware troubleshooting

Software troubleshooting

Linux basics

Networking fundamentals

Log analysis

Ticketing systems

Remote support tools

Communication skills

Startup environment

Tools

Ticketing systems

Remote support tools

Job description

10Beauty, a Burlington, MA robotics startup, is hiring a Technical Support Engineer for Level 1 support. You’ll diagnose and resolve hardware/software issues remotely, guiding customers via phone, chat, video, and remote tools while coordinating with Engineering and Product teams.

Ideal candidates have 3+ years in technical support or related roles in hardware/IoT environments, with strong communication skills and a customer-first mindset. Equity and benefits are included for full-time staff.