Product Support Lead

Tombot is a robotics startup company based in the greater Los Angeles area. Jennie, our robotic puppy, was named Best of CES® Award winner at CES 2026 and was designed to support over 50 million seniors with dementia worldwide. We’re building a passionate team to help deliver these life-changing robotic companions to the people who need them most. Job Overview At Tombot, we believe that exceptional customer experiences begin with human connection. We are seeking a knowledgeable, resourceful, and customer-focused Technical Support Lead to provide specialized technical assistance throughout the post-purchase companion ownership journey, while helping guide and support fellow Technical Support Specialists in delivering exceptional technical support experiences. As a Technical Support Lead, you will serve as the senior escalation point (Tier 2) for the most complex and unresolved technical issues and decide when an issue needs Product or Engineering. You will work closely with Companion Experience Specialists, Technical Support Specialists, and cross-functional teams to investigate technical concerns, identify root causes, and deliver effective solutions that help customers confidently enjoy their robotic companions. This role requires more than technical expertise. Our customers and their loved ones rely on our products for comfort, connection, and companionship. Every technical interaction is an opportunity to build confidence, offer reassurance, and reinforce the trust customers place in Tombot. You will handle a variety of technical support activities, including product diagnostics, connectivity troubleshooting, software and firmware inquiries, product functionality assessments, and coordination of product returns and replacements through established processes. You will also play an important role in guiding and mentoring fellow Technical Support Specialists, reinforcing technical support standards, and helping the team navigate complex technical situations. Through your leadership and firsthand technical support experience, you will help identify recurring trends, improve troubleshooting resources, and collaborate with Product, Engineering, and Quality teams to continuously enhance product reliability and the overall companion experience. Key Responsibilities Serve as a specialized technical resource for the Companion Experience team, investigating and resolving escalated product functionality, connectivity, setup, and operational inquiries. Perform advanced troubleshooting and diagnostics to identify root causes, determine appropriate solutions, and restore expected product functionality. Provide clear, accurate, and personalized technical guidance to customers, families, caregivers, and business partners through phone, email, chat, and other support channels. Partner closely with Companion Experience Specialists and Technical Support team members to support technical escalations, provide guidance, and coordinate further investigation with Product, Engineering, or other internal teams when necessary. Troubleshoot software, firmware, connectivity, and device-related concerns using established diagnostic procedures, technical documentation, and available support tools. Conduct technical assessments and initiate Return Merchandise Authorization (RMA) processes for eligible product returns, repairs, and replacements in accordance with established procedures. Recognize, document, and promptly accelerate potential medical device complaints or reportable events to Quality/Regulatory in accordance with established procedures. Accurately document technical investigations, troubleshooting steps, diagnostic findings, resolutions, and follow-up actions in CRM and technical support systems. Maintain effective communication with customers and internal teams throughout the resolution process, providing clear updates, realistic expectations, and appropriate follow up. Identify recurring technical inquiries, product performance trends, and opportunities for improvement, sharing actionable insights with leadership, Product, and Engineering teams. Contribute to the development and maintenance of technical knowledge articles, troubleshooting guides, diagnostic procedures, and support resources to strengthen frontline technical capabilities. Manage assigned technical support cases effectively and efficiently while supporting operational activities and team performance expectations for resolution quality, responsiveness, customer satisfaction, documentation accuracy, and productivity. Serve as a trusted resource for fellow Technical Support Specialists, providing technical guidance, answering questions, and assisting with complex investigations and escalated customer situations. Help ensure team members consistently demonstrate accurate technical troubleshooting, clear communication, thorough documentation, and adherence to established procedures and support standards. Support coaching efforts by providing constructive feedback and guidance to team members to reinforce troubleshooting best practices and strengthen individual and team performance. Assist with onboarding and training new team members, sharing technical knowledge, diagnostic procedures, escalation guidelines, and customer interaction best practices. Required Qualifications Education and Experience High school diploma or GED required; further education or technical certifications are a plus. 3+ years of experience in technical support, product support, consumer electronics support, device troubleshooting, or a related customer-facing technical role, preferably including experience mentoring or supporting colleagues. Skills and Competencies Strong technical aptitude with demonstrated experience diagnosing and resolving hardware, software, connectivity, or device functionality concerns. Excellent analytical, troubleshooting, and problem-solving skills, with the ability to investigate complex technical situations and identify effective solutions. Excellent verbal and written communication skills, with the ability to explain technical concepts clearly and patiently to individuals with varying levels of technical knowledge. Empathy, patience, professionalism, and a commitment to delivering exceptional customer experiences, particularly during challenging or sensitive situations. Strong organizational skills, attention to detail, and the ability to manage multiple technical investigations and priorities effectively. Comfortable using computers, CRM systems, technical support tools, diagnostic resources, and different software applications to investigate and resolve customer concerns. Ability to work independently, collaborate effectively with cross-functional teams, adapt to evolving technologies, and demonstrate a genuine commitment to Tombot's mission. Ability to work onsite in Santa Clarita, CA, on a schedule that may include evenings, weekends, or holidays. Demonstrated ability to lead by example, support colleagues, provide constructive feedback, and navigate complex technical and customer situations. Preferred Skills and Experience Experience supporting consumer electronics, connected devices, robotics, assistive technology, medical devices, or other technology-enabled consumer products. Familiarity with wireless connectivity, Bluetooth, Wi-Fi, mobile applications, device pairing, firmware updates, and basic hardware diagnostics. Familiarity with Return Merchandise Authorization (RMA) processes, product quality procedures, medical device complaint handling, or Medical Device Reporting (MDR) requirements. Experience troubleshooting technical concerns involving hardware and software interactions, device performance, or connected product ecosystems. Experience working with Product, Engineering, Quality Assurance, or other technical teams to investigate and resolve escalated customer concerns. Previous experience as a technical support lead, senior technical support specialist, trainer, peer mentor, or similar role supporting technical support team members. Familiarity with CRM platforms, technical ticketing systems, diagnostic tools, knowledge management resources, and technical support performance metrics. Experience communicating with seniors, caregivers, or individuals with varying levels of technical familiarity. Bilingual communication skills, particularly English and Spanish. Physical Requirements Ability to remain stationary for extended periods of time while working at a desk or computer Ability to lift up to 15 pounds when handling product samples Ability to operate standard office equipment, phone, and headset Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. Final compensation will be determined based on experience, skills, internal equity, and market factors. The pay range for this role is expected to be between $29.00 and $31.00 per hour. Benefits include comprehensive medical, dental, and vision coverage for employees and dependents. Tombot is currently an in-office organization. We believe that real-time, in-person collaboration supports innovation, strengthens cross-functional partnership, and enables the rapid iteration required to build complex, human-centered robotic products. Team members are expected to work onsite at our Santa Clarita, CA office during standard business hours. This role supports customers during scheduled coverage hours, which may include early mornings, evenings, weekends, or holidays on a rotating basis. We recognize that flexibility is important and encourage open communication with managers to support reasonable scheduling needs while maintaining our collaborative, onsite-first culture. Work Authorization Applicants must be authorized to work in the United States. Tombot does not currently provide employment visa sponsorship. Tombot participates in E-Verify to confirm work authorization. E-Verify compares information provided by employees on Form I-9 with federal government records to confirm eligibility to work in the United States. Additional information about E-Verify is available upon request. Tombot does not use E-Verify to pre-screen applicants. Tombot is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), gender identity or expression, sexual orientation, national origin, ancestry, age, physical or mental disability, medical condition, genetic information, marital status, military or veteran status, or any other characteristic protected by federal, state, or local law. We are committed to creating an inclusive environment for all employees and encourage individuals of all backgrounds to apply. Reasonable Accommodation Tombot is committed to providing reasonable accommodations to qualified individuals with disabilities. If you need assistance or accommodation due to a disability during the application or interview process, please inform our hiring team. Employment with Tombot is at-will, meaning that either the employee or Tombot may terminate the employment relationship at any time, with or without cause or notice, subject to applicable law. This job description is intended to describe the general nature and level of work performed. It is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with this role. Responsibilities may change based on business needs. #J-18808-Ljbffr Tombot