Senior Technical Support Specialist
About The Position
Agility’s commercially deployed humanoids operate alongside teams in warehouses, manufacturing facilities, and distribution centers—tackling physically demanding and repetitive tasks while enabling workers to focus on higher-value work. With industry-leading safety standards and years of proven deployment data, we're pioneering a new era of automation that enhances human potential. We are seeking a dedicated and proactive Senior Technical Support Specialist to join our team in Pittsburgh. The ideal candidate will have a strong aptitude for customer interaction, excellent problem-solving skills, and a commitment to ensuring customer satisfaction.
Requirements
- Bachelor's degree or equivalent experience required.
- Strong interpersonal and communication skills, with the ability to effectively interact with customers of all 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.
- Previous experience in customer support or a related field is a plus, but not required.
- Passion for robotics and technology is highly desirable
Responsibilities
- Lead the response, resolution, and support 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, requiring deep expertise in Agility’s products and services.
- Provide outstanding customer support via phone, email, and other communication channels, while setting best practices and guiding team members on customer engagement standards.
- Manage and lead efforts to assist customers with troubleshooting complex technical issues related to our robotics products and services.
- Work closely with engineering and technical teams to drive timely resolution of complex customer inquiries, ensuring alignment on root cause and long-term fixes.
- Document and track customer interactions and issue resolutions using our ticketing system.
- Collaborate with cross-functional teams to identify recurring issues and implement long-term solutions.
- Follow up with customers to ensure that their issues have been fully resolved and that they are satisfied with the outcome.
- Proactively identify opportunities to improve our products and services based on customer feedback.
Benefits
- 401(k) Plan: Includes a 6% company match.
- Equity: Company stock options.
- Insurance Coverage: 100% company-paid medical, dental, vision, and short/long-term disability insurance for employees.
- Benefit Start Date: Eligible for benefits on your first day of employment.
- Well-Being Support: Employee Assistance Program (EAP).
- Time Off: Flexible, unlimited PTO and 12 company holidays, including a winter shutdown (for Exempt Employees); 10 vacation days, paid sick leave, and 12 company holidays, including a winter shutdown, annually (for Non-Exempt Employees).
- On-Site Perks: Catered lunches four times a week and a variety of healthy snacks and refreshments at our Salem and Pittsburgh locations.
- Parental Leave: Generous paid parental leave programs.
- Work Environment: A culture that supports flexible work arrangements.
- Growth Opportunities: Professional development and tuition reimbursement programs.
- Relocation Assistance: Provided for eligible roles.
- Annual Discretionary Bonus: Provided for eligible roles.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
