Robot Pilot - Customer Service - Remote

Overview

We’re looking for Customer Support Agents to join our team and support the real-time monitoring and performance of our robots in the field. This role is critical to ensuring the reliability of our systems and delivering a high-quality experience to our customers. You’ll be on the front lines—watching for issues, diagnosing problems, and escalating when needed.

In Short

• Actively monitor robot performance and system health through internal dashboards and monitoring tools
• Detect anomalies, errors, or performance concerns through observation or automated alerts
• Investigate issues, apply known solutions, and attempt resolution where possible
• Document and escalate unresolved issues based on established workflows
• Share timely updates and status changes with teammates via Slack
• Accurately document incidents, including symptoms, actions taken, and resolution outcomes
• Maintain continuity across shifts through effective written updates and documentation
• Evaluate and escalate external questions or concerns related to robot behavior or system status

Requirements

• A strong communicator who can clearly explain what’s happening and what needs to be done
• Observant, detail-oriented, and able to stay focused during repetitive tasks
• Technically curious — you don’t need to be an engineer, but you’re comfortable using internal tools and asking good questions
• Calm under pressure, especially when things break
• Comfortable working independently and as part of a team, including across shifts

Benefits

• Opportunity to work in a cutting-edge technology environment
• Collaborative team culture
• Potential for career growth within the company