Triage & Applications Specialist

ATOMS Careers page; Warrendale (Allegheny County); On-site; USD 70,000 - 105,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

401(k)

Discretionary vacation days

8 paid holidays per year

Job summary

ATOMS Careers page is seeking a Triage & Applications Specialist to ensure Lab37's robotic systems operate effectively. This role involves troubleshooting user issues, coordinating with technical teams, and managing on-call responsibilities.

The ideal candidate will have experience with complex technical systems and strong communication skills. Benefits include medical insurance and a salary range of $70,000 - $105,000 per year.

Qualifications

• Experience supporting, operating, or troubleshooting complex technical systems.
• Strong ability to navigate complex user interfaces and operational workflows.
• Excellent communication skills with both technical and non-technical audiences.

Responsibilities

• Serve as a first-line technical responder for fielded systems.
• Triage incoming issues and gather context for resolution.
• Develop a deep understanding of Lab37's robotic systems.
• Coordinate with remote teams to restore systems quickly.
• Act as a backup for field services and onsite assistance.

Skills

Troubleshooting complex technical systems

Understanding user interfaces

Excellent communication skills

Organizational skills

Spanish language proficiency

Job description

Lab37 Robotics is a technology company focused on the development and deployment of robots designed specifically for direct-to-customer food production. Our mission is to revolutionize the food industry by creating innovative robotic solutions that enhance efficiency, quality, and customer satisfaction.

Job Description

The Triage & Applications Specialist will play a critical role in keeping Lab37’s robotic systems operational in the field. This person will serve as a system “super user,” helping diagnose and resolve user and operator issues, coordinate with remote technical teams, and ensure problems are clearly understood, prioritized, and driven to resolution.

This role will alternate on‑call responsibilities, with on‑call coverage that may require availability for up to 24 hours per day. The role will also provide backup support for field services and onsite assistance when needed. The ideal candidate is comfortable troubleshooting remotely, navigating complex user interfaces, communicating clearly with technical and non‑technical users, and occasionally traveling to support system recovery, deployments, customer/operator support, and field investigations. Traveling is expected for this role and may vary based on field support needs, generally anticipated to be less than 10 days per month, though occasional exceptions may occur.

What you’ll do

• Serve as a first‑line technical responder for fielded systems, alternating on‑call responsibilities and helping resolve user, operator, and customer‑reported issues.
• Triage incoming issues by gathering context, identifying severity, reproducing problems when possible, documenting findings, and escalating clearly when engineering or field support is required.
• Develop a deep understanding of Lab37’s robotic systems, user interfaces, workflows, operational procedures, and common failure modes in order to act as a system super user.
• Coordinate with remote teams, including engineering, operations, manufacturing, field services, and customer support, to restore systems to working condition as quickly and safely as possible.
• Act as a backup for field services and onsite assistance, including support for deployments, troubleshooting escalations, system checkout, customer/operator support, and issue resolution in the field.
• Travel is not a primary responsibility but would be as needed to support field services.

What we are looking for

• Experience supporting, operating, or troubleshooting complex technical systems, ideally including remote systems, robotics, automation, hardware/software products, or industrial equipment.
• Strong ability to understand and navigate complex user interfaces, system dashboards, logs, alerts, and operational workflows.
• Excellent communication skills, with the ability to translate technical issues into clear next steps for both technical and non‑technical audiences.
• Highly organized and calm under pressure, with strong judgment around prioritization, escalation, customer impact, and when onsite support is needed.
• Spanish language proficiency is a plus. Experience in applications engineering, technical support, field support, systems operations, robotics, automation, or customer‑facing engineering is also preferred.

Benefits Summary (USA Full‑Time Exempt Employees)

• Medical, dental, and vision insurance (multiple plans, including HSA options).
• Company‑paid life and disability insurance (short‑ and long‑term).
• Voluntary insurance: accident, critical illness, hospital indemnity.
• Optional supplemental life insurance for self, spouse, and children.
• 401(k).
• Health Savings Account (HSA).
• Flexible Spending Accounts (Healthcare, Dependent Care, Commuter).
• Discretionary vacation days.
• 8 paid holidays per year.

The base salary range for this role is $70,000 - $105,000 per year. Actual compensation will be determined on an individual basis and may vary depending on experience, skills, and qualifications. Base salary is just one part of your total rewards package. You may also be eligible for equity awards and an annual performance‑based bonus.

As set forth in ATOMS Careers page's Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.