Tier 1 Support Technician (Remote)

Prime Robotics

10h • $43,680 - $50,000 • Remote

About The Position

Prime Robotics is hiring a remote Tier 1 Support Technician to troubleshoot and resolve customer issues with its robotics systems. The position supports a robot fleet that includes autonomous mobile robots (AMRs), automated guided vehicles (AGVs), and robotic arms. The technician documents and escalates complex issues, communicates with customers during outages and other high-pressure situations, and turns resolved issues and recurring problems into knowledge base articles and step-by-step procedures for the broader team. The role involves working with engineering teams in the United States and China and offers room to grow.

The current schedule is Monday through Friday, 11:00 a.m. to 8:00 p.m. Mountain Time, with a one-hour lunch and occasional weekend on-call work. Schedules and hours may change with business and operational needs. Applicants in any U.S. time zone are welcome. This is an hourly position. Compensation is $43,680–$50,000 per year.

Requirements

• At least 2 years of experience in technical support, help desk, or customer-facing troubleshooting.
• Business-fluent English.
• Eligible to work in the United States.
• Available to work Monday through Friday, 11:00 a.m. to 8:00 p.m. Mountain Time.
• Comfortable using Microsoft Teams and Microsoft Office.
• Reliable internet connection and a quiet workspace.
• Strong writing skills, including the ability to write support tickets, knowledge base articles, and procedures and explain technical fixes at a customer level.
• Able to remain calm and communicate clearly under pressure when a customer’s operation is down.

Nice To Haves

• Familiarity with command-line Linux.

Responsibilities

• Provide technical support for the robot fleet, including AMRs, AGVs, and robotic arms.
• Document and escalate complex issues with detailed logs and clear notes.
• Communicate clearly with customers during outages and high-pressure situations.
• Write and maintain knowledge base articles based on resolved issues.
• Turn recurring problems into clear, step-by-step procedures.
• Perform other duties reasonably required by the company as business and operational needs evolve.

Benefits

• Employer-subsidized medical, dental, and vision insurance plans.
• Health Savings Account (HSA) and Flexible Spending Account (FSA) options for eligible employees.
• 401(k) retirement savings plan.
• Dedicated vacation and sick leave.
• Hands-on experience with robotics technology.
• Collaborative culture and the opportunity to contribute to transformative technology.

What This Job Offers

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