Robotics Technical Support Specialist, 2nd Shift

At Standard Bots, we're revolutionizing real-world automation by making robotic systems accessible to everyone. Our AI-powered platform enables robots to tackle unprecedented challenges through an intuitive instruction interface, bringing the power of software automation to physical spaces.

What you'll do Provide technical support to customers from the hours of 4pm to 12am EST, via phone, email, video calls, and ticketing systems — diagnosing and resolving issues with Standard Bots robots Guide customers through troubleshooting processes, configuration adjustments, and best practices for robot deployment and operation Collaborate with engineering, product, and field service teams to escalate complex issues and ensure timely resolution Document technical issues, solutions, and customer interactions in our CRM system (HubSpot or similar) Create and maintain knowledge base articles, FAQs, and troubleshooting guides to improve customer self-service Identify patterns in support requests and surface actionable feedback to product and engineering teams for continuous improvement Own ticket management processes and proactively recommend improvements where inefficiencies exist Meet or exceed support KPIs including response time, resolution time, and customer satisfaction Basic

Qualifications: Associate degree or higher in engineering, computer science, robotics, mechatronics, or a related technical field Ability to work the second shift from the hours of 4pm to 12am EST 2+ years of experience in technical support, field service, or a related role in robotics, automation, or technology Proven troubleshooting skills with mechanical, electrical, or software systems Understanding of industrial automation concepts, manufacturing processes, or robotics fundamentals Ability to explain complex technical concepts clearly to non-technical audiences — in writing and in conversation Organized and able to manage multiple open support tickets simultaneously without dropping the ball Are willing to travel occasionally (up to 25%) for training, customer support visits, or team events Preferred