Robotics Support Specialist (Boston, MA)

Dusty Robotics•Boston, MA

43d

About The Position

Dusty Robotics is building the future of construction with robotics that bring digital precision to the field. Our customers rely on us to keep their projects running smoothly, and the Support team plays a critical role in making that happen. We’re looking for a Support Specialist with deep robotics or hardware troubleshooting experience — someone who understands how mechanical, electrical, and software systems come together in the field. You’ll work directly with customers and field teams to identify, isolate, and resolve issues across Dusty’s robotic systems. This role sits at the intersection of hardware, software, and field operations, and is ideal for someone who enjoys hands-on problem-solving, thrives in ambiguity, and can lead support initiatives that strengthen reliability and customer satisfaction across the company.

Requirements

4+ years of hands-on experience supporting robotics, industrial equipment, hardware systems, or related devices.
Strong diagnostic and troubleshooting skills across mechanical, electrical, and firmware domains.
Proficiency using command-line tools, SSH, and log analysis for root-cause investigation.
Excellent communication and organizational skills — able to structure updates clearly, manage competing priorities, and deliver concise technical summaries.
Thrives in a fast-paced startup environment and can work independently with minimal direction.
Flexible schedule; willing to support field teams in varying time zones when needed.
Experience with Salesforce, Jira, and Zendesk for case management, documentation, and cross-team collaboration is required.

Nice To Haves

Experience with Linux environments and/or embedded systems is a plus.

Responsibilities

Troubleshoot robotic hardware, including sensors, motors, and embedded components.
Guide customers through diagnosing mechanical, electrical, and connectivity issues in the field.
Use tools such as SSH and system logs to perform advanced diagnostics.
Collaborate with Product and Engineering to reproduce failures, collect debug data, and validate fixes.
Track recurring issues and contribute to reliability improvement initiatives.
Lead and implement support process improvements, tools, and initiatives that enhance response times, case quality, and customer experience.
Maintain clear, detailed case notes and communicate effectively with both customers and internal teams.
Develop and maintain internal documentation, knowledge base articles, and troubleshooting resources.
Participate in an on-call rotation for urgent customer issues.