Technical Support Specialist

About Standard Bots
At Standard Bots, we're revolutionizing real-world automation by making robotic systems accessible to everyone. Our AI-powered platform enables robots to tackle unprecedented challenges through an intuitive instruction interface, bringing the power of software automation to physical spaces.

Role overview
We're looking for a Technical Support Specialist who's genuinely excited about robotics and driven by the satisfaction of solving hard problems for customers. This is a customer-facing role at the intersection of hardware, software, and real-world industrial operations — which means no two days look alike. You'll be the first line of defense when customers run into trouble deploying or operating their Standard Bots robots. That means owning issues end-to-end: diagnosing the problem, guiding customers through resolution, and looping in engineering and product teams when needed. You'll also help build the systems and resources that make great support scale — knowledge base articles, troubleshooting guides, and pattern recognition that feeds product improvements. This role is ideal for someone who thrives in a fast-paced startup environment, loves digging into technical complexity, and finds real meaning in making customers successful.

What you'll do

• Provide technical support to customers via phone, email, video calls, and ticketing systems — diagnosing and resolving issues with Standard Bots robots

• Guide customers through troubleshooting processes, configuration adjustments, and best practices for robot deployment and operation

• Collaborate with engineering, product, and field service teams to escalate complex issues and ensure timely resolution

• Document technical issues, solutions, and customer interactions in our CRM system (HubSpot or similar)

• Create and maintain knowledge base articles, FAQs, and troubleshooting guides to improve customer self-service

• Identify patterns in support requests and surface actionable feedback to product and engineering teams for continuous improvement

• Own ticket management processes and proactively recommend improvements where inefficiencies exist

• Meet or exceed support KPIs including response time, resolution time, and customer satisfaction

What you'll bring

• Hold an Associate degree or higher in engineering, computer science, robotics, mechatronics, or a related technical field

• Have 2–4 years of experience in technical support, field service, or a related role in robotics, automation, or technology

• Have proven troubleshooting skills with mechanical, electrical, or software systems

• Bring a strong understanding of industrial automation concepts, manufacturing processes, or robotics fundamentals

• Can explain complex technical concepts clearly to non-technical audiences — in writing and in conversation

• Approach every customer interaction with patience, empathy, and a genuine desire to help

• Are highly organized and able to manage multiple open support tickets simultaneously without dropping the ball

• Are self-motivated and resourceful — you find ways to learn what you don't know rather than waiting to be taught

• Are comfortable with ambiguity and can adapt quickly in a startup environment where priorities shift

• Are willing to travel occasionally (up to 25%) for training, customer support visits, or team events Bonus points if you:

• Have experience with collaborative robots (cobots) or industrial robot programming

• Are familiar with machine vision, sensors, or end effectors

• Have a working understanding of networking, protocols, and device connectivity

Nice to have

Know your way around Python, C++, ROS, or similar languages and have experience with Linux/Ubuntu operating systems
Compensation and Benefits:

The salary range for this role is $80,000 to $120,000, depending on experience. We are open to a variety of seniority levels for this role and will build compensation packages that are commensurate with seniority and skill level. Base salary is just one part of the overall compensation at Standard Bots. All Full-Time Employees are eligible for Employee Stock Options. We also offer a package of benefits including paid time off, medical/dental/vision insurance, life insurance, disability insurance, and 401(k) to regular full-time employees.