Technical Support Analyst - Operations (m/f/d)

This role is a unique opportunity to be a founding member of a 24/7 global support team, providing critical technical support for robotic fleets during evening hours aligned with U.S. Central Time. The position is remote, based in the United States, and involves working non-traditional hours including weekends.

Location: Remote (US)

Responsibilities

• Provide Critical Evening Support: Act as the primary support contact during the evening shift (approx. 4 PM - 12 AM Central Standard Time), bridging time zones to provide assistance to customers across Europe, Asia-Pacific, and the Middle East.
• Drive the Customer Support Experience: Manage the inbound support queue through tickets, chat, and other channels by providing guidance and troubleshooting for mobile robot fleets.
• Drive Service Excellence: Implement and refine support processes to build a high-quality, scalable support system for global operations.
• Build Our Knowledge Base: Create and maintain documentation, FAQs, and troubleshooting guides.
• Champion Continuous Improvement: Analyze support trends, identify recurring issues, and collaborate with global teams to improve products and processes.

Requirements

• Proven experience in technical support, IT helpdesk, service desk, or NOC environment.
• Confident working with Linux-based systems via CLI.
• Ability to connect to remote systems using SSH and follow troubleshooting runbooks.
• Comfortable inspecting logs and performing system checks in a terminal environment.
• Excellent spoken and written English.
• Highly independent and reliable work ethic.
• Passion for creating structure and improving processes.
• Excellent problem-solving skills and calm approach to urgent issues.
• Willing to work evening shifts, including weekends and holidays, on a rotating schedule.
• Located anywhere within the continental United States, fully remote.

Additional Information

• This position requires working on a consistent evening schedule (e.g., approximately 4 PM to 12 AM Central Time) and weekends as part of a rotational team.
• Collaboration, training, and team alignment are conducted virtually.