Robotics Technical Support Engineer - Level 1 (Remote)

10Beauty; Boston (MA); On-site; USD 100,000 - 115,000; Full time

Benefits offered by this job

Equity

Benefits

Job summary

10Beauty is a robotics startup based in Burlington, MA, seeking a Technical Support Engineer (Level 1) to diagnose and resolve issues in field deployments of robotic systems. You will work with engineering, product, and customer teams to ensure a smooth support experience and drive product improvements.

The ideal candidate has 3+ years in hardware/robotics support, familiarity with Linux, networks, APIs, and scripting, and strong communication skills.

Qualifications

• 3+ years in technical support roles within hardware/robotics.
• Experience diagnosing both hardware and software issues.
• Experience with ticketing systems and remote support tools.
• Strong communication and customer-facing skills.

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

Hardware diagnostics

Linux basics

Networking basics

APIs

Scripting

Customer-facing communication

Self-starter

Tools

Ticketing systems

Remote support tools

Job description

10Beauty is a robotics startup based in Burlington, MA, seeking a Technical Support Engineer (Level 1) to diagnose and resolve issues in field deployments of robotic systems. You will work with engineering, product, and customer teams to ensure a smooth support experience and drive product improvements.

The ideal candidate has 3+ years in hardware/robotics support, familiarity with Linux, networks, APIs, and scripting, and strong communication skills.