Technical Support Engineer

Happyrobot.ai; United States; On-site; USD 60,000 - 90,000; Full time

Job summary

HappyRobot is seeking a Technical Support Associate to provide top-tier assistance to customers and internal teams. You’ll troubleshoot issues, ensure smooth product usage, and collaborate with engineering to resolve problems. You’ll also maintain and improve support documentation to enhance the customer experience.

You’ll keep detailed records of customer interactions and solutions, and contribute to knowledge bases. This role supports 24/7 operations with preference to the local timezone.

Qualifications

• 1+ years in a technical role.
• Strong troubleshooting skills.
• Excellent written and verbal communication.
• Experience documenting solutions or knowledge bases.
• Familiarity with ticketing systems.
• Ability to explain technical concepts to non-technical users.
• Proactive and customer-focused mindset.
• Willingness to work in a 24/7 rotation with local timezone.

Responsibilities

• Provide first-line technical support.
• Diagnose and troubleshoot software, hardware, and system issues.
• Guide customers through product setup, configuration, and best practices.
• Escalate complex technical issues to the engineering team while ensuring timely resolution.
• Maintain detailed records of customer interactions and solutions in the support system.
• Create, update, and improve technical documentation, FAQs, and knowledge base articles.
• Identify recurring issues and suggest product improvements.
• Collaborate with cross-functional teams to enhance customer experience.

Skills

Troubleshooting

Problem solving

Communication

Documentation

Ticketing systems

Explain tech to non-tech

Proactive

24/7 rotation

Job description

About HappyRobot

HappyRobot is the infrastructure for enterprises to build and orchestrate AI workforces. Our AI workers don’t just communicate – they make decisions, take action, and run operations autonomously across voice, email, and enterprise systems. Born in Y Combinator (S23) and backed by a16z and Base10 with over $60M raised, we power critical operations for global enterprises worldwide. Our platform is battle-tested in demanding environments where AI has real consequences. We started in logistics, built our own voice stack, models, and orchestration layer from the ground up, and are now bringing that infrastructure to every enterprise that runs the real economy. Learn more about our vision in our manifesto.

Role Overview

We are looking for a Technical Support Associate to provide top-tier assistance to our customers and internal teams. You’ll troubleshoot technical issues, ensure smooth product usage, and collaborate with engineering to resolve complex problems. Additionally, you’ll play a key role in maintaining and improving our support documentation to enhance the customer experience.

What You’ll Do

• Provide first-line technical support.

• Diagnose and troubleshoot software, hardware, and system issues.

• Guide customers through product setup, configuration, and best practices.

• Escalate complex technical issues to the engineering team while ensuring timely resolution.

• Maintain detailed records of customer interactions and solutions in the support system.

• Create, update, and improve technical documentation, FAQs, and knowledge base articles.

• Identify recurring issues and suggest product improvements.

• Collaborate with cross-functional teams to enhance customer experience.

Must Have

• 1+ years of experience in a technical role.

• Strong troubleshooting and problem-solving skills.

• Excellent communication skills, both written and verbal.

• Experience documenting solutions, writing user guides, or contributing to knowledge bases.

• Familiarity with ticketing systems and customer support tools.

• Ability to explain technical concepts to non-technical users.

• Proactive and customer-focused mindset.

• Willingness to work in a 24/7 time rotation with preference to the local timezone.

Why join us?

• Opportunity to work at a high-growth AI startup, backed by top investors.

• Fast Growth - Backed by a16z and YC, on track for double-digit ARR.

• Ownership & Autonomy - Take full ownership of projects and ship fast.

• Top-Tier Compensation - Competitive salary + equity in a high-growth startup.

• Work With the Best - Join a world-class team of engineers and builders.

The personal data provided in your application and during the selection process will be processed by Happyrobot, Inc., acting as Data Controller. By sending us your CV, you consent to the processing of your personal data for the purpose of evaluating and selecting you as a candidate for the position. Your personal data will be treated confidentially and will only be used for the recruitment process of the selected job offer. In relation to the period of conservation of your personal data, these will be eliminated after three months of inactivity in compliance with the GDPR and legislation on the protection of personal data. If you wish to exercise your rights of access, rectification, deletion, portability or opposition in relation to your personal data, you can do so through [e-mail] subject to the GDPR. For more information, visit https://www.happyrobot.ai/privacy-policy. By submitting your request, you confirm that you have read and understood this clause and that you agree to the processing of your personal data as described.