Fleet Support Specialist (Saturday-Wednesday)

Fleet Support Specialist

We're seeking a Fleet Support Specialist to join our NYC-based team and serve as the first line of defense keeping our fleet running. You'll monitor robots in production, catch issues before customers do, and resolve as much as possible remotely, escalating to our field team only when hands on the machine are truly required. We're an early stage company moving very fast in a rapidly growing space, and we welcome people from any background as long as you're excited to join our mission, drive immediate impact, and create a future where automation is accessible to all.

Who You Are

• You bring an extreme sense of urgency to your work - you move quickly and decisively to get things done, and you are always trying to think one step ahead.
• You have solid technical troubleshooting instincts and enjoy working closely with customers. You're excited to use your technical knowledge to keep their robots productive.
• You have a knack for understanding how complex systems work, even the ones you can only see through logs and dashboards.
• You know how to surprise and delight customers by building strong relationships in every interaction and properly setting + overdelivering on expectations.
• You're an excellent communicator over Slack, text, and phone, and you can stay calm and clear while a customer is under pressure.
• You thrive in a high-trust, high-autonomy environment. You don't need to be micromanaged on what the top priorities are at any given moment.

What You'll Do

• Provide outstanding remote customer service in slack, text, or over the phone - monitor robot performance and triage issues proactively as they come up
• Resolve as many issues as possible remotely, and escalate cleanly to field support with a clear handoff when a site visit is needed.
• Maintain and improve our triage knowledge base so the whole team resolves issues faster over time.
• Track recurring issues and surface patterns to the engineering team.

Bonus Skills

• Computer administration, networking, and familiarity with ticketing or monitoring tools.
• Familiarity with robotic or mechanical systems.
• Familiar and comfortable with VR headsets.
• Experience in a customer-facing technical support role.

Ultra - Building the next million robots to automate American warehouses