Provide technical support to customers 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

Hold an Associate degree or higher in engineering, computer science, robotics, mechatronics, or a related technical field
Have 2–4 years of experience in technical support, field service, or a related role in robotics, automation, or technology
Have proven troubleshooting skills with mechanical, electrical, or software systems
Bring a strong understanding of industrial automation concepts, manufacturing processes, or robotics fundamentals
Can explain complex technical concepts clearly to non-technical audiences — in writing and in conversation
Approach every customer interaction with patience, empathy, and a genuine desire to help
Are highly organized and able to manage multiple open support tickets simultaneously without dropping the ball
Are self-motivated and resourceful — you find ways to learn what you don't know rather than waiting to be taught
Are comfortable with ambiguity and can adapt quickly in a startup environment where priorities shift
Are willing to travel occasionally (up to 25%) for training, customer support visits, or team events

Technical Support Specialist

Key skills