Robotics Technical Support Specialist, 2nd Shift

Standard Bots; United States; On-site; USD 80,000 - 120,000; Full time

Benefits offered by this job

Employee Stock Options

Medical/Dental/Vision Insurance

401(k)

Job summary

Standard Bots is seeking a dedicated Technical Support Engineer to cover the 4pm–12am EST shift. You will diagnose, troubleshoot, and resolve robotic system issues, guiding customers through configuration and deployment best practices.

Collaboration with engineering and product teams will drive continuous improvement, and you will contribute to a robust knowledge base. Applicants should hold at least an Associate degree in a technical field and bring 2+ years of robotics/automation support

Qualifications

• Associate degree or higher in a technical field.
• Ability to work the second shift 4pm–12am EST.
• 2+ years in technical support, field service, or a related role in robotics, automation, or technology.
• Ability to explain complex technical concepts clearly to non-technical audiences — in writing and in conversation.
• Willing to travel up to 25% for training, customer support visits, or team events.

Responsibilities

• Provide technical support to customers from 4pm to 12am EST via phone, email, video calls, and ticketing systems.
• Diagnose and resolve issues with Standard Bots robots.
• Guide customers through troubleshooting, configuration adjustments, and best practices for robot deployment and operation.
• Collaborate with engineering, product, and field service teams to resolve complex issues promptly.
• Document technical issues, solutions, and customer interactions in the CRM system.
• Create and maintain knowledge base articles, FAQs, and troubleshooting guides.
• Identify patterns in support requests and surface actionable feedback to product and engineering teams.
• Own ticket management processes and suggest process improvements.
• Meet or exceed support KPIs including response time, resolution time, and customer satisfaction.

Skills

Troubleshooting

Technical communication

Multitasking

Travel readiness

Education

Associate degree or higher in engineering, computer science, robotics, mechatronics, or a related technical field

Job description

At Standard Bots, we're revolutionizing real-world automation by making robotic systems accessible to everyone. Our AI-powered platform enables robots to tackle unprecedented challenges through an intuitive instruction interface, bringing the power of software automation to physical spaces.

What You'll Do

• Provide technical support to customers from the hours of 4pm to 12am EST, via phone, email, video calls, and ticketing systems — diagnosing and resolving issues with Standard Bots robots
• Guide customers through troubleshooting processes, configuration adjustments, and best practices for robot deployment and operation
• Collaborate with engineering, product, and field service teams to elevate complex issues and ensure timely resolution
• Document technical issues, solutions, and customer interactions in our CRM system (HubSpot or similar)
• Create and maintain knowledge base articles, FAQs, and troubleshooting guides to improve customer self-service
• Identify patterns in support requests and surface actionable feedback to product and engineering teams for continuous improvement
• Own ticket management processes and proactively recommend improvements where inefficiencies exist
• Meet or exceed support KPIs including response time, resolution time, and customer satisfaction

Basic Qualifications

• Associate degree or higher in engineering, computer science, robotics, mechatronics, or a related technical field
• Ability to work the second shift from the hours of 4pm to 12am EST
• 2+ years of experience in technical support, field service, or a related role in robotics, automation, or technology
• Proven troubleshooting skills with mechanical, electrical, or software systems
• Understanding of industrial automation concepts, manufacturing processes, or robotics fundamentals
• Ability to explain complex technical concepts clearly to non-technical audiences — in writing and in conversation
• Organized and able to manage multiple open support tickets simultaneously without dropping the ball
• Are willing to travel occasionally (up to 25%) for training, customer support visits, or team events

Preferred Qualifications

• Working understanding of networking, protocols, and device connectivity
• Experience with collaborative robots (cobots) or industrial robot programming
• Understanding of machine vision, sensors, or end effectors
• Understanding of Python, C++, ROS, or similar languages and have experience with Linux/Ubuntu operating systems

Compensation and Benefits

The salary range for this role is $80,000 to $120,000, depending on experience. We are open to a variety of seniority levels for this role and will build compensation packages that are commensurate with seniority and skill level. Base salary is just one part of the overall compensation at Standard Bots. All Full-Time Employees are eligible for Employee Stock Options. We also offer a package of benefits including paid time off, medical/dental/vision insurance, life insurance, disability insurance, and 401(k) to regular full-time employees.