Fleet Support Specialist
$70,000–$120,000 year
HybridNew York, United States or Brooklyn, New York, United States
Job Summary
Monitor robot performance via Slack, text, or phone to triage issues proactively and resolve them remotely. Escalate complex cases cleanly to field support with clear handoffs when site visits are required. Maintain and improve the triage knowledge base to accelerate team resolution times, while tracking recurring issues and surfacing patterns to engineering. You'll thrive in a high-trust, high-autonomy environment requiring solid technical troubleshooting instincts and excellent communication over digital channels. Join our NYC-based team building industrial AI robots that automate warehouse labor, working alongside a fast-moving group scaling towards thousands of deployments.
Required Qualifications
- extreme sense of urgency
- solid technical troubleshooting instincts
- knack for understanding how complex systems work
- ability to surprise and delight customers by building strong relationships
- ability to properly set and overdeliver on expectations
- excellent communication over Slack, text, and phone
- ability to stay calm and clear while a customer is under pressure
- thriving in a high-trust, high-autonomy environment
- ability to work without micromanagement on top priorities
- ability to monitor robot performance and triage issues proactively
- ability to resolve issues remotely
- ability to escalate cleanly to field support with a clear handoff
- ability to maintain and improve a triage knowledge base
- ability to track recurring issues and surface patterns to the engineering team
- experience in a customer-facing technical support role
Desired Qualifications
- Computer administration
- networking
- familiarity with ticketing or monitoring tools
- Familiarity with robotic or mechanical systems
- Familiar and comfortable with VR headsets
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