Technical Support Specialist

We are seeking an experienced Technical Support Specialist to lead and continuously develop our technical support and customer service infrastructure for autonomous robotic systems. This role is critical to ensuring machine uptime, customer satisfaction, and smooth day-to-day operations across a growing installed base of machines. The ideal candidate combines strong technical understanding of hardware and software systems with excellent customer communication skills and a proactive, solution-oriented mindset. Key Responsibilities Own and manage the technical support lifecycle for robotic vending machines and related systems Provide hands‑on technical support and troubleshooting for hardware, software, and connectivity issues via phone, email, and remote tools Develop, implement, and optimize technical support processes, including ticketing workflows, escalation paths, and SLAs Collaborate closely with R&D, engineering, and operations teams to diagnose root causes and resolve complex technical issues Monitor machine performance and proactively identify potential failures or inefficiencies Create, maintain, and continuously improve technical documentation, including SOPs, FAQs, troubleshooting guides, and internal knowledge bases Serve as a trusted technical advisor to customers, ensuring clear guidance, transparency, and high satisfaction Collect and analyze customer feedback to improve product reliability, support processes, and user experience Support onboarding, installation, and post‑deployment technical needs as required Qualifications Proven experience in technical support, IT support, helpdesk, or field support for hardware‑based, networked, IoT, or automated systems (including kiosks or similar devices). Strong technical support and troubleshooting skills, with the ability to diagnose hardware and software issues, identify root causes, and resolve incidents using structured troubleshooting methodologies. Strong understanding of computer systems, basic mechanics, networking fundamentals, and remote support tools. Hands‑on experience with ticketing systems, CRM platforms, and remote support software. Strong analytical and problem‑solving skills, with the ability to interpret logs, identify trends, and recommend data‑driven solutions to recurring issues. Excellent written and verbal communication skills, with the ability to explain technical concepts to non‑technical users, document solutions clearly, and collaborate effectively in a remote environment. Strong customer support and customer satisfaction skills, with the ability to manage customer expectations professionally and follow through until resolution. Highly organized, detail‑oriented, and able to work independently while managing multiple priorities in a fast‑paced, high‑pressure environment. Strong time management skills with the ability to prioritize tasks effectively and adapt to changing business needs. $60,000–$70,000 annually based on experience and qualifications Work with cutting‑edge robotics and automation technology Global team across multiple continents Professional growth in a fast‑growing industry #J-18808-Ljbffr