Robot Support Specialist

Tutor Intelligence • Watertown, MA

12d • $24 - $27 • Onsite

About The Position

As a Robot Support Specialist, you will provide hands-on technical troubleshooting and customer support for Tutor Intelligence’s robot fleet. You will resolve technical challenges, support customers, and work with the engineering team to improve the robots. The role is shift-based and supports a 24/7 operation, with regular weekend coverage and scheduled holiday shifts as needed. It is fully in-person in Watertown, Massachusetts, with onsite parking.

Requirements

• At least 3 years of experience in technical support, customer support, IT help desk, field service, or another hands-on troubleshooting role.
• A curious, methodical approach to solving technical problems.
• Clear, calm communication by phone and in writing.
• Ability to learn new software tools quickly.
• Dependability and accountability.
• Flexibility to work scheduled shifts, including weekends and holidays, in support of a 24/7 operation.

Responsibilities

• Provide technical customer support for the robot fleet, diagnosing and resolving issues in real time.
• Answer inbound customer support calls and keep customers informed through resolution.
• Own complex, escalated technical issues and drive them to resolution.
• Follow structured troubleshooting playbooks to resolve robot issues consistently and efficiently.
• Monitor robot performance and behavior, identifying issues, inconsistencies, or unexpected outcomes before they affect customers.
• Communicate blockers, recurring issues, and improvement opportunities to customers, engineers, and managers.
• Contribute to peer reviews, playbook updates, and tooling and process improvements through a continuous feedback loop.
• Document customer issues and resolutions thoroughly to support handoffs across 24/7 shifts.
• Adapt to evolving workflows and tooling as the products and support operation grow.

Benefits

• Employer-covered health insurance.
• Managed 401(k).
• For full-time salaried employees: unlimited PTO and all federal holidays off.
• For hourly employees: 16+ days of accrued paid time off and 1.5x pay on federal holidays.
• Regular in-office meals and team social events throughout the year.
• Onsite parking.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed