Robot Teleoperations Support Specialist

Job Overview We are looking for a Technical Support Specialist to join our Teleoperations customer support group within the perception software engineering team. In this role, you’ll play a pivotal role in swiftly resolving issues using state‑of‑the‑art tools in a dynamic environment and ensuring seamless operation of our robots. Responsibilities Assist customers by utilizing our robots' vision system to ensure efficient resolution of their needs. Provide escalation support for short‑term problem resolution activities. Maintain a work ethic centered around customer satisfaction. Work collaboratively in a team to accomplish tasks and be ready to tag team when necessary to ensure swift resolution of spontaneously presented tasks. Regularly document solution processes and all customer and support activities. Communicate within the team to identify and eliminate inefficiencies, providing feedback to team leaders for continuous improvement of perception services, software development, and quality. Work Schedule and Location This position will be onsite at our Wilmington, MA headquarters. Flexibility with scheduling is required; shifts may include 6:00AM–2:00PM, 2:00PM–10:00PM, or 10:00PM–6:00AM. Weekends and some holidays on rotation. Participation in an “on‑call” schedule to occasionally provide after‑hours support. Travel required – Up to 20%. Requirements Minimum 2 years of experience in Information Systems, with proficiency in various computer programs and systems. Strong skills in Microsoft Office applications such as Excel, Word, and PowerPoint. Excellent problem‑solving abilities and ability to manage multiple high‑priority tasks. Self‑motivated, quick learner, and able to work well under pressure. Exceptional verbal and written communication skills, with the ability to understand customer needs and collaborate cross‑functionally. Highly organized and detail oriented. Valid driver’s license and ability to drive and/or fly to client and other customer locations; up to 20% travel may be required. Employee must own a credit card and manage expenses personally for bi‑weekly reimbursement. Benefits and Compensation Base pay range $62,000.00 – $85,800.00 (may vary). Compensation package includes medical, dental, vision, disability, 401K, PTO and/or other benefits. Equal Opportunity Statement We are an equal opportunity employer. We do not discriminate based on race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, or genetic information. #J-18808-Ljbffr