Technical Support Engineer

Technical Support Engineer10Beauty is a robotics startup based in Burlington, MA. We have raised $70M from some of the leading venture and celebrity investors in the country to build the world's first fully autonomous manicure machine. We have pre-sold our first 1,000 machines to some of the most iconic brands in America, including Ulta Beauty and Nordstrom.As of November 2025, we have launched our first robot at Ulta Beauty in Everett. We are a fast growing 50+ person organization with deep robotics experience. Come join the company who will put 'beauty robotics' on the map!We are seeking to hire a Technical Support Engineer for Level 1 support at 10Beauty. This person will work directly with field personnel to diagnose, troubleshoot, and resolve issues in the field through remote access tools. You will partner closely with our engineering, product, and customer teams to ensure a seamless support experience and help drive continuous product improvement.This is an ideal opportunity for someone with prior experience supporting hardware or connected devices, a passion for troubleshooting, and a customer-first mindset focused on delivering thoughtful, timely, and high-quality support experiences.What You'll Do:Serve as the first point of contact for technical support issues related to deployed robotic systemsDiagnose and resolve hardware, software, networking, and connectivity issues remotelyGuide members and field personnel through troubleshooting steps via phone, chat, video, and remote support toolsEscalate complex technical issues to Level 2 support or engineering teams when necessaryDocument issues, root causes, resolutions, and recurring trends within ticketing systemsMonitor system health alerts and proactively respond to operational issuesPartner cross-functionally with Engineering, Product, Operations, and Field Service teams to improve support processes and product reliabilityContribute to internal knowledge base documentation and troubleshooting guidesHelp identify patterns in support requests and provide feedback to improve product performance and user experienceParticipate in weekend support coverage as part of the regular schedule (Wednesday-Sunday on retail hours)What You Have:3+ years of experience in technical support, support engineering, technical operations, or customer-facing engineering roles within a hardware, robotics, IoT, embedded systems, or connected device environmentProven ability to diagnose and troubleshoot both hardware and software issues in real-world production environmentsExperience working with ticketing systems and remote support toolsComfortable analyzing logs, system behavior, and technical error reportsFamiliarity with Linux, networking fundamentals, APIs, or scripting languages is a plusStrong verbal and written communication skills with the ability to explain technical concepts clearly to non-technical usersHighly organized with strong attention to detail and follow-throughSelf-starter mentality with the ability to operate effectively in a fast-paced startup environmentWillingness to work a Wednesday–Sunday schedule on retail hoursAt 10Beauty, we consider a wide-range of factors when determining compensation, based on individual qualifications, skills, and experience. Equity and benefits are included for all full-time employees. If you believe you can contribute to our team, we invite you to apply. We appreciate diversity and welcome those who can bring fresh perspectives and skills to our team.Salary Range $100,000 — $115,000 USDWe are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.