Technical Support Engineer - Robotics Hardware (Equity)

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

Benefits offered by this job

Equity

Benefits

Job summary

10Beauty in Burlington, MA is seeking a Technical Support Engineer (Level 1) to diagnose and resolve issues in the field, collaborating with Engineering, Product, and Customer teams. You will support deployed robotic systems, guide users through troubleshooting, and contribute to knowledge base while embracing a fast-paced startup environment.

The role requires experience with hardware/IoT, strong communication, and a Wednesday–Sunday schedule on retail hours.

Qualifications

• 3+ years in technical support, support engineering, or customer-facing engineering roles in hardware/robotics/IoT.
• Proven ability to diagnose hardware and software issues in production environments.
• Experience with ticketing systems and remote support tools.
• Strong communication skills to explain technical concepts to non-technical users.
• Willingness to work a Wednesday–Sunday schedule on retail hours.

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 troubleshooting

Software troubleshooting

Linux basics

Networking basics

Remote support tools

Ticketing systems

Communication skills

Tools

Ticketing systems

Remote support tools

Log analysis

Job description

10Beauty in Burlington, MA is seeking a Technical Support Engineer (Level 1) to diagnose and resolve issues in the field, collaborating with Engineering, Product, and Customer teams. You will support deployed robotic systems, guide users through troubleshooting, and contribute to knowledge base while embracing a fast-paced startup environment.

The role requires experience with hardware/IoT, strong communication, and a Wednesday–Sunday schedule on retail hours.