Job Description:
• 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, computer vision pipeline outputs, and system performance
• Reproduce and rigorously analyze reported issues; gather relevant data and diagnostic context
• Collaborate with Engineering and Operations to resolve issues requiring cross-functional input
• Provide thorough documentation when escalating issues
• Build scripts, automations, or lightweight tools to accelerate investigation workflows and reduce manual effort
• Use AI tools and agents as core parts of investigation and analysis workflows
• Identify recurring issues and systemic failure patterns across the customer base
• Surface systemic issues to Engineering and Product with clear data and context
• Contribute to improved documentation, detection, escalation procedures, runbooks, and support operations
• Collaborate with Engineering, Product, and Operations in a remote-first environment
• Help internal teams understand customer-facing issue patterns
Requirements:
• 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 and 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:
• Potential to convert to full-time based on performance and business need
• Remote-first work environment
• Use of automation and AI tooling to multiply impact