Robot Support Specialist

Tutor Intelligence • Watertown, MA

11d • Onsite

About The Position

Tutor Intelligence is a robotics research and deployment company that builds robot hardware and artificial intelligence. Founded at MIT and headquartered in Watertown, Massachusetts, the company designs and manufactures robots, trains its own models, works with end customers, and maintains its robot fleet across the United States.

As a Robot Support Specialist, you will provide hands-on technical troubleshooting and customer support for Tutor's robot fleet. You will help customers resolve issues, take ownership of escalated technical problems, monitor robot performance, and collaborate with engineering and operations colleagues to improve products and support processes. The role is fully in-person in Watertown, Massachusetts, and shift-based to support a 24/7 operation. Shifts are 7 a.m.–3:30 p.m., 3 p.m.–11 p.m., or 11 p.m.–7 a.m.; regular weekend coverage and occasional holiday shifts are required. Holiday shifts are paid at 1.5 times the regular rate. The hourly pay range is $24–$27, based on experience.

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.
• Comfort learning new software tools quickly.
• Dependability and accountability.
• Flexibility to work scheduled shifts, including weekends and holidays, for 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, provide friendly and professional service, and keep customers informed until issues are resolved.
• Own complex, escalated technical issues and drive them through 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.
• Participate in peer reviews, playbook updates, and improvements to tools and processes.
• Document customer issues and resolutions thoroughly to support handoffs across 24/7 shifts.
• Adapt to changing workflows and tools as the products and support operation grow.

Benefits

• Employer-covered health insurance.
• Managed 401(k).
• Unlimited PTO and all federal holidays off for full-time salaried employees.
• For hourly employees, 16 or more accrued paid time-off days and 1.5x pay on federal holidays.
• Regular in-office meals and team social events throughout the year.
• Onsite parking.
• Holiday shifts paid at 1.5x.

What This Job Offers

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