Senior Technical Support Specialist

Agility Robotics•Salem, OR

8d•Onsite

About The Position

Agility Robotics is seeking a dedicated, proactive Senior Technical Support Specialist to support customers using its commercially deployed humanoid robots in warehouses, manufacturing facilities, and distribution centers. The position leads the response and resolution of complex customer issues, serves as an escalation point for high-priority cases, and works with engineering and technical teams to resolve inquiries and address root causes. The specialist provides customer support across communication channels, documents interactions and resolutions, follows up to confirm customer satisfaction, and identifies opportunities to improve products and services based on customer feedback. The role is onsite. The posting describes the position as being on the team in Pittsburgh, while also stating that it is onsite at the Salem office; it does not resolve this location discrepancy.

Requirements

Bachelor's degree or equivalent experience.
Strong interpersonal and communication skills, including the ability to interact effectively with customers of varied technical backgrounds.
Excellent problem-solving abilities and a proactive approach to issue resolution.
Exceptional attention to detail and organizational skills.
Ability to work independently and prioritize tasks in a fast-paced environment.

Nice To Haves

Previous experience in customer support or a related field.
Passion for robotics and technology.

Responsibilities

Lead responses to and resolution of complex external and internal customer issues, including serving as an escalation point for high-priority cases.
Investigate, analyze, and solve advanced technical or operational issues involving Agility products and services.
Provide customer support by phone, email, and other communication channels, and establish best practices for customer engagement.
Guide team members on customer engagement standards.
Lead efforts to help customers troubleshoot complex issues related to robotics products and services.
Work with engineering and technical teams to resolve complex customer inquiries promptly and align on root causes and long-term fixes.
Document and track customer interactions and issue resolutions in the ticketing system.
Collaborate with cross-functional teams to identify recurring issues and implement long-term solutions.
Follow up with customers to confirm issues are fully resolved and customers are satisfied.
Identify opportunities to improve products and services based on customer feedback.

Benefits

401(k) plan with a 6% company match.
Company stock options.
Company-paid medical, dental, vision, and short- and long-term disability insurance for employees.
Benefits eligibility starting on the first day of employment.
Employee Assistance Program.
For exempt employees: flexible, unlimited PTO and 12 company holidays, including a winter shutdown.
For non-exempt employees: 10 vacation days, paid sick leave, and 12 company holidays, including a winter shutdown, annually.
Catered lunches four times a week and healthy snacks and refreshments at Salem and Pittsburgh locations.
Paid parental leave programs.
Professional development and tuition reimbursement programs.
Relocation assistance for eligible roles.
Annual discretionary bonus for eligible roles.