Note: The job is a remote job and is open to candidates in USA. Simbe Robotics is a retail robotics company providing in-store intelligence solutions through autonomous robots and data collection systems. The Technical Support Analyst investigates and resolves customer issues across robotic and software systems using diagnostics, telemetry, logs, and monitoring tools, while collaborating with Engineering and Operations. The role also develops automation, identifies systemic issues, and improves support documentation and processes.
Responsibilities
- **Customer Issue Investigation and Resolution** Investigate and resolve incoming customer issues using internal diagnostics, system data, logs, and support tooling. Analyze issues related to robot operation, scan quality, data accuracy, CV pipeline outputs, and system performance. Drive issues through to resolution, not just triage
- **Technical Troubleshooting** Reproduce and analyze reported issues with rigor. Gather relevant data and diagnostic context. Work with Engineering and Operations to resolve issues that require cross-functional input, and provide thorough documentation when escalating
- **Automation and Workflow Tooling** Build scripts, automations, or lightweight tools to accelerate investigation workflows, automate recurring analysis tasks, and reduce manual effort across the support function. Use AI tools and agents as core parts of the investigation and analysis workflow
- **Pattern Identification and Systemic Issues** Identify recurring issues and systemic failure patterns across the customer base. Surface these to Engineering and Product with clear data and context. Contribute to reducing issue recurrence through improved documentation, detection, and escalation
- **Support Operations and Documentation** Contribute to internal support documentation, runbooks, and escalation procedures. Help maintain and improve the operational processes that enable the team to scale
- **Cross-Team Collaboration** Collaborate with Engineering, Product, and Operations in a remote-first environment. Provide detailed investigation context when escalating. Help internal teams understand customer-facing issue patterns
Skills
- Bachelor's degree or equivalent practical experience
- Demonstrated technical troubleshooting ability for hardware, software, or systems
- Ability to analyze telemetry data, logs, and operational metrics to diagnose root causes
- Experience using scripting (Python, SQL, bash, or similar) or automation tools to reduce manual work
- Demonstrated ability to use AI tools and agents to accelerate investigation and analysis workflows
- Strong analytical thinking and methodical approach to problem-solving
- Excellent written communication — ability to document clearly and communicate technical findings to non-technical stakeholders
- Comfortable learning new systems and tooling quickly
- Experience in technical support, customer support, or technical operations
- Familiarity with Jira Service Management or similar ticketing systems
- Exposure to robotics, autonomous systems, IoT, or computer vision
- Experience building internal tooling or workflow automation for support or operations functions
- Interest in and comfort with AI-assisted tooling as a core part of day-to-day work
Benefits
- Remote-first work environment
Company Overview