Technical Support Specialist

SWEET ROBO; New York (NY); On-site; USD 60,000 - 70,000; Full time

Job summary

SWEET ROBO in New York area seeks an experienced Technical Support Specialist to lead and continuously develop our technical support and customer service infrastructure for autonomous robotic systems. This role helps ensure machine uptime, customer satisfaction, and smooth day-to-day operations across a growing installed base of machines.

The ideal candidate combines strong technical understanding of hardware and software with excellent customer communication and a proactive, solution-oriented

Qualifications

• Experience in technical support for hardware-based, networked, IoT, or automated systems (including kiosks or similar devices).
• Strong troubleshooting skills to diagnose hardware and software issues and resolve incidents using structured methods.
• Solid understanding of computer systems, networking fundamentals, and remote support tools.
• Hands-on experience with ticketing systems, CRM platforms, and remote support software.
• Strong analytical and problem-solving abilities with data-driven decision making.
• Excellent written and verbal communication, able to explain technical concepts to non-technical users.
• Customer-focused with ability to manage expectations and ensure resolution.
• Highly organized, detail-oriented, able to manage multiple priorities in a fast-paced environment.

Responsibilities

• Own and manage the technical support lifecycle for robotic vending machines and related systems.
• Provide hands-on technical support and troubleshooting for hardware, software, and connectivity issues via phone, email, and remote tools.
• Develop, implement, and optimise technical support processes, including ticketing workflows, escalation paths, and SLAs.
• Collaborate closely with R&D, engineering, and operations teams to diagnose root causes and resolve complex technical issues.
• Monitor machine performance and proactively identify potential failures or inefficiencies.
• Create, maintain, and continuously improve technical documentation, including SOPs, FAQs, troubleshooting guides, and internal knowledge bases.
• Serve as a trusted technical advisor to customers, ensuring clear guidance, transparency, and high satisfaction.
• Collect and analyse customer feedback to improve product reliability, support processes, and user experience.
• Support onboarding, installation, and post-deployment technical needs as required.

Skills

Technical support

IoT systems

Troubleshooting

Remote support tools

Customer communication

Documentation

Job description

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About the Role

We are seeking an experienced Technical Support Specialist to lead and continuously develop our technical support and customer service infrastructure for autonomous robotic systems. This role is critical to ensuring machine uptime, customer satisfaction, and smooth day-to-day operations across a growing installed base of machines.

The ideal candidate combines strong technical understanding of hardware and software systems with excellent customer communication skills and a proactive, solution-oriented mindset.

Key Responsibilities

• Own and manage the technical support lifecycle for robotic vending machines and related systems


• Provide hands‑on technical support and troubleshooting for hardware, software, and connectivity issues via phone, email, and remote tools


• Develop, implement, and optimise technical support processes, including ticketing workflows, escalation paths, and SLAs


• Collaborate closely with R&D, engineering, and operations teams to diagnose root causes and resolve complex technical issues


• Monitor machine performance and proactively identify potential failures or inefficiencies


• Create, maintain, and continuously improve technical documentation, including SOPs, FAQs, troubleshooting guides, and internal knowledge bases


• Serve as a trusted technical advisor to customers, ensuring clear guidance, transparency, and high satisfaction


• Collect and analyse customer feedback to improve product reliability, support processes, and user experience


• Support onboarding, installation, and post‑deployment technical needs as required

Qualifications

• Proven experience in technical support, IT support, helpdesk, or field support for hardware-based, networked, IoT, or automated systems (including kiosks or similar devices).


• Strong technical support and troubleshooting skills, with the ability to diagnose hardware and software issues, identify root causes, and resolve incidents using structured troubleshooting methodologies.


• Strong understanding of computer systems, basic mechanics, networking fundamentals, and remote support tools.


• Hands‑on experience with ticketing systems, CRM platforms, and remote support software.


• Strong analytical and problem‑solving skills, with the ability to interpret logs, identify trends, and recommend data‑driven solutions to recurring issues.


• Excellent written and verbal communication skills, with the ability to explain technical concepts to non‑technical users, document solutions clearly, and collaborate effectively in a remote environment.


• Strong customer support and customer satisfaction skills, with the ability to manage customer expectations professionally and follow through until resolution.


• Highly organised, detail‑oriented, and able to work independently while managing multiple priorities in a fast‑paced, high‑pressure environment.


• Strong time‑management skills with the ability to prioritise tasks effectively and adapt to changing business needs.

Compensation & Benefits

• $60,000–$70,000 annually based on experience and qualifications


• Work with cutting‑edge robotics and automation technology


• Global team across multiple continents


• Professional growth in a fast‑growing industry

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