Robotics Tech Support Engineer - Power Autonomous Manicure

Doist; Burlington, Northern (MA, KY); Hybrid; USD 100,000 - 115,000; Full time

Benefits offered by this job

Equity

Benefits

Job summary

10Beauty in Burlington, MA seeks a hands-on Technical Support Engineer to be the first line of defense for deployed robotic systems. You diagnose hardware, software, and connectivity issues and guide customers through remote troubleshooting.

You will collaborate with Engineering and Field Service, contribute to knowledge bases, and participate in weekend coverage (Wed–Sun). The role offers equity, full benefits, and a competitive USD salary range.

Qualifications

• 3+ years in technical support or customer-facing engineering in hardware/robotics/IoT/embedded systems
• Experience diagnosing hardware and software issues in real-world production environments
• Familiarity with Linux and networking fundamentals is a plus
• Strong verbal and written communication skills
• Willingness to work Wednesday–Sunday on retail hours

Responsibilities

• Serve as the first point of contact for technical support of deployed robotic systems
• Diagnose and resolve hardware, software, networking, and connectivity issues remotely
• Guide users through troubleshooting steps via phone, chat, video, and remote support tools
• Escalate complex 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
• 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

Remote diagnostics

Linux basics

Networking fundamentals

Communication skills

Ticketing systems

Scripting basics

Tools

Remote support tools

APIs

Job description

10Beauty in Burlington, MA seeks a hands-on Technical Support Engineer to be the first line of defense for deployed robotic systems. You diagnose hardware, software, and connectivity issues and guide customers through remote troubleshooting.

You will collaborate with Engineering and Field Service, contribute to knowledge bases, and participate in weekend coverage (Wed–Sun). The role offers equity, full benefits, and a competitive USD salary range.