Technical Support Engineer

Namely; Burlington (MA); On-site; USD 100,000 - 115,000; Full time

Job summary

10Beauty in Burlington, MA is seeking a Technical Support Engineer (Level 1) to diagnose, troubleshoot, and resolve issues in the field using remote access tools. You will collaborate with Engineering, Product, Operations, and Field Service to deliver a high-quality support experience for our robotics products.

The ideal candidate has 3+ years in hardware/IoT support, strong communication, and comfort with Linux and networking basics.

Qualifications

• 3+ years in technical support or related roles in hardware/IoT environments.
• Experience diagnosing hardware and software issues in production.
• Proficient with ticketing systems and remote support tools.
• Strong communication for explaining technical concepts.
• Familiarity with Linux, networking basics, APIs, or scripting languages is a plus.

Responsibilities

• Serve as the first point of contact for technical support on deployed robotic systems.
• Diagnose and resolve hardware, software, networking, and connectivity issues remotely.
• Guide users through troubleshooting via phone, chat, video, and remote tools.
• Escalate complex issues to Level 2 or engineering as needed.
• Document issues, root causes, and resolutions in the ticketing system.
• Monitor system health alerts and respond to operational issues.
• Collaborate with Engineering, Product, Operations, and Field Service.
• Contribute to internal knowledge base and troubleshooting guides.
• Identify patterns and provide feedback to improve product.
• Participate in weekend coverage (Wed-Sun retail hours).

Skills

Technical support

Linux

Networking

APIs

Scripting languages

Communication

Remote support tools

Tools

Ticketing systems

Remote support tools

Job description

10Beauty is a robotics startup based in Burlington, MA. We have raised $70M from some of the leading venture and celebrity investors in the country to build the world’s first fully autonomous manicure machine. We have pre-sold our first 1,000 machines to some of the most iconic brands in America, including Ulta Beauty and Nordstrom.

As of November 2025, we have launched our first robot at Ulta Beauty in Everett. We are a fast growing 50+ person organization with deep robotics experience. Come join the company who will put 'beauty robotics' on the map!

Introduction:

We are seeking to hire a Technical Support Engineer for Level 1 support at 10Beauty. This person will work directly with field personnel to diagnose, troubleshoot, and resolve issues in the field through remote access tools. You will partner closely with our engineering, product, and customer teams to ensure a seamless support experience and help drive continuous product improvement.

This is an ideal opportunity for someone with prior experience supporting hardware or connected devices, a passion for troubleshooting, and a customer-first mindset focused on delivering thoughtful, timely, and high-quality support experiences.

What You'll Do:

• 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)

What You Have:

• 3+ years of experience in technical support, support engineering, technical operations, or customer-facing engineering roles within a hardware, robotics, IoT, embedded systems, or connected device environment
• Proven ability to diagnose and troubleshoot both hardware and software issues in real-world production environments
• Experience working with ticketing systems and remote support tools
• Comfortable analyzing logs, system behavior, and technical error reports
• Familiarity with Linux, networking fundamentals, APIs, or scripting languages is a plus
• Strong verbal and written communication skills with the ability to explain technical concepts clearly to non-technical users
• Highly organized with strong attention to detail and follow-through
• Self-starter mentality with the ability to operate effectively in a fast-paced startup environment
• Willingness to work a Wednesday–Sunday schedule on retail hours

At 10Beauty, we consider a wide-range of factors when determining compensation, based on individual qualifications, skills, and experience. Equity and benefits are included for all full-time employees. We appreciate diversity and welcome those who can bring fresh perspectives and skills to our team.

Salary Range

$100,000 — $115,000 USD

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status

Thank you for considering 10Beauty!