Robotics Technical Support Specialist

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 Qualifications:

• Working understanding of networking, protocols, and device connectivity

• Experience with collaborative robots (cobots) or industrial robot programming

• Understanding of machine vision, sensors, or end effectors

• Understanding of Python, C++, ROS, or similar languages and have experience with Linux/Ubuntu operating systems

Compensation and Benefits:

The salary range for this role is $80,000 to $120,000, depending on experience. We are open to a variety of seniority levels for this role and will build compensation packages that are commensurate with seniority and skill level. Base salary is just one part of the overall compensation at Standard Bots. All Full-Time Employees are eligible for Employee Stock Options. We also offer a package of benefits including paid time off, medical/dental/vision insurance, life insurance, disability insurance, and 401(k) to regular full-time employees.

• Highlight your experience with HubSpot ticketing and CRM workflows in your resume and cover letter; include a one‑page screenshot or PDF of a custom ticket pipeline you built that reduced average resolution time by ≥20 % and explain how you’d replicate that for Standard Bots’ 4 pm‑12 am EST support window.
• Create a short (2‑3 min) video demo showing how you troubleshoot a robot‑integration issue using a screen‑share of a simulated HubSpot ticket, then walk through the steps you’d take on a live call—embed the video link in your application to prove you can diagnose and explain technical problems clearly and remotely.
• Prepare concrete examples of working with Adjust (or similar mobile‑analytics) to track robot‑deployment metrics; quantify the impact (e.g., “implemented Adjust event tracking that increased post‑deployment success reporting accuracy from 85 % to 96 %”) and be ready to discuss how you’d use those insights to guide customers on best‑practice configuration.
• Research Standard Bots’ product suite and draft a one‑page “quick‑start guide” for a new user onboarding a robot, focusing on the most common configuration pitfalls you’ve seen. Bring this guide to the interview as a portfolio piece to demonstrate you can translate technical knowledge into user‑friendly documentation.
• When salary discussions arise, reference the remote‑first market rates for technical support specialists with HubSpot/Adjust expertise (e.g., $70‑$85 k base for 40 h/week) and be prepared to negotiate a structured performance bonus tied to key metrics such as first‑contact resolution rate and customer satisfaction scores.