Technical Support Agent

Boston Dynamics; United States; On-site; USD 48,000 - 64,000; Full time

Job summary

Boston Dynamics is seeking a professional to join the Technical Support Team in a front-line role. You will triage, classify, and resolve Tier 1 issues via chat, phone, email, and portal, guiding customers through diagnostics and collecting data for escalation when needed.

You will work directly under a Senior Supervisor, providing world-class support for our robot fleet and payloads, and contributing to knowledge base improvements and process enhancements.

Qualifications

• Excellent verbal and written communication skills (critical for chat and phone support).
• Ability to explain technical issues to varied audiences.
• Ability to quickly learn new computer hardware, software, and mechanical systems.

Responsibilities

• Triage and intake of incoming support requests to determine severity and escalation point.
• Field support inquiries across chat, phone, email, and portal; guide customers through standard diagnostics.
• Collaborate with engineering for escalation and provide clear case context for rapid resolution.
• Maintain knowledge base and contribute to process improvements based on triage trends.

Skills

Verbal communication

Written communication

Troubleshooting

Education

Associates degree

Job description

Boston Dynamics is a world leader in mobile robots with a global customer base tackling some of the toughest robotics applications. In this professional track position, you will join the Technical Support Team to help customers work with our fleet of advanced mobile robots and their highly technical payloads and software. This is a front-line support role responsible for delivering a world-class support experience for our customers.Position SummaryReporting directly to a Senior Supervisor of Technical Support, you will serve as the first point of contact for our customers. Your primary responsibility is to triage incoming cases immediately—assessing the severity and complexity of the problem. You will then either resolve Tier 1 issues directly using standard procedures or work with the customer to gather the necessary diagnostic data to escalate complex cases to Support Engineers.Key ResponsibilitiesTriage & IntakeInitial Assessment: Perform immediate intake and triage of incoming support requests to determine severity, priority, and escalation point (if necessary).Categorization: Accurately categorize issues to ensure they are routed to the correct workflows or specialist teams.Tier 1 Resolution & Customer InteractionMulti-Channel Support: Field support inquiries and engage with customers across all communication channels, including live chat, phone, email, and customer portal.Diagnostic Collaboration: Work directly with customers to identify symptoms, recognize known issues, and gather necessary troubleshooting data (such as system logs, configuration files, and error reports).Customer Guidance: Consult with customers to guide them through standard diagnostic processes, user interfaces, and written instructions.Resource Usage: Utilize available technical documentation and knowledge bases to independently solve non-critical issues.Escalation & Engineering SupportData Preparation: Ensure all required data collected during the customer interaction is complete and the case is documented correctly before escalating.Handoff: Escalate complex technical issues to Support Engineers ensuring the case has all necessary context to begin work immediately.Collaboration: Act as a liaison between the customer and escalation points when required.Continuous ImprovementKnowledge Base: Contribute to documentation and process improvement initiatives based on common trends you observe in triage or as directed.Skill Building: Maintain knowledge of product enhancements across the robot portfolio to increase the percentage of cases resolved at the Tier 1 level.Other related duties as assigned.QualificationsThe ideal candidate has the following qualifications or equivalent experience:Associates degree.Ability to quickly learn new computer hardware, software, and mechanical systems.Excellent verbal and written communication skills (critical for chat and phone support).Ability to explain technical issues to varied audiences.We are interested in every qualified candidate who is eligible to work in the United States. However, we are not able to sponsor visas for this position.Boston Dynamics will never ask you to divulge your personal financial or account information as part of its recruiting process.