IT Support Analyst

This role is a unique opportunity to be a founding member of our 24/7 global "follow-the-sun" support model. We are specifically hiring for the evening shift aligned with U.S. Central Time to provide critical, real-time support to our key customers during their peak operational hours in Europe. Based in the United States, you will be the expert on duty, ensuring our robotic fleets and customers are successful overnight. This is not a standard 9-to-5. This role is built for a reliable, independent individual who thrives working non-traditional hours. Your mission is to provide world-class technical support while building the processes and documentation that will define our global service excellence. Please note: This position requires working on a consistent evening schedule (e.g., approximately 4 PM to 12 AM Central Standard Time) and weekends as part of a rotational team. YOUR TASKS Provide Critical Evening Support: Act as the primary support contact during the evening shift (approx. 4 PM – 12 AM Central Standard Time), bridging time zones to provide uninterrupted assistance to customers across Europe, Asia-Pacific, and the Middle East. Drive the Customer Support Experience: Manage the inbound support queue through tickets, chat, and other channels by providing expert guidance and troubleshooting for our mobile robot fleets. Drive Service Excellence: Implement and refine support processes to build a predictable, high-quality, and scalable support system for our global operations. Build Our Knowledge Base: Create and maintain clear, effective documentation, FAQs, and troubleshooting guides to empower both our customers and internal teams. Champion Continuous Improvement: Analyze support trends from your shift, identify recurring issues, and collaborate with our global teams to propose lasting improvements to our products and processes. YOUR PROFILE Proven experience in technical support, IT helpdesk, service desk, or network operations center (NOC) environment. Confident working with Linux-based systems via the command line (CLI). Ability to connect to remote systems using SSH and follow troubleshooting runbooks. Comfortable inspecting logs and performing basic system checks in a terminal environment. Exceptional proficiency in spoken and written English. A highly independent and reliable work ethic, with the ability to manage your time and responsibilities effectively without direct supervision during your shift. A passion for creating structure and improving processes; you see documentation and best practices as essential. Excellent problem-solving skills and a calm, methodical approach to handling urgent technical issues. You must be willing and able to work on a consistent evening shift schedule, including weekends and holidays, as part of a rotating team (e.g., approximately 4 PM to 12 AM CT). Located anywhere within the continental United States. This role is fully remote and operates during evening hours, with collaboration, training, and team alignment conducted virtually. HELPFUL ADDITIONAL QUALIFICATIONS Prior exposure to robotics systems, distributed systems, or on-call / NOC-style environments is a plus. Experience with IT Service Management (ITSM) principles (e.g., ITIL Foundation). Experience with helpdesk software (e.g., Zendesk, Jira Service Management). Fluency in Spanish is a significant advantage. #J-18808-Ljbffr