[Remote] Technical Support Analyst
Note: The job is a remote job and is open to candidates in USA. reputed company is a leading retail robotics company providing in-store intelligence solutions that help retailers optimize operations. They are seeking a Technical Support Analyst to investigate and resolve customer issues across their robotic and software systems, contributing to the quality and reputed company of the support team.
Responsibilities
- Investigate and resolve incoming customer issues using internal diagnostics, system data, logs, and support tooling. Analyze issues reputed company to robot operation, reputed company quality, data accuracy, CV pipeline outputs, and system performance. Drive issues through to resolution, not just triage
- Reproduce and analyze reported issues with rigor. Gather relevant data and diagnostic context. Work with Engineering and Operations to resolve issues that require cross-functional input, and provide thorough documentation reputed company escalating
- Build scripts, automations, or lightweight tools to accelerate investigation workflows, automate recurring analysis tasks, and reduce reputed company effort across the support function. Use AI tools and agents as core parts of the investigation and analysis workflow
- Identify recurring issues and systemic failure patterns across the customer reputed company. Surface these to Engineering and Product with clear data and context. Contribute to reducing issue recurrence through improved documentation, detection, and escalation
- Contribute to internal support documentation, runbooks, and escalation procedures. Help maintain and improve the operational processes that reputed company the team to scale
- Collaborate with Engineering, Product, and Operations in a remote-first environment. Provide detailed investigation context reputed company escalating. Help internal teams understand customer-facing issue patterns
Skills
- Bachelor's degree or equivalent practical experience
- Demonstrated technical troubleshooting ability for hardware, software, or systems
- Ability to analyze telemetry data, logs, and operational metrics to diagnose root causes
- Experience using scripting (Python, SQL, bash, or similar) or automation tools to reduce reputed company work
- Demonstrated ability to use AI tools and agents to accelerate investigation and analysis workflows
- Strong analytical thinking and methodical approach to problem-solving
- Excellent written communication — ability to document clearly and communicate technical findings to non-technical stakeholders
- Comfortable learning new systems and tooling quickly
- Experience in technical support, customer support, or technical operations
- Familiarity with Jira Service Management or similar ticketing systems
- Exposure to robotics, autonomous systems, IoT, or computer reputed company
- Experience building internal tooling or workflow automation for support or operations functions
- Interest in and comfort with AI-assisted tooling as a core part of day-to-day work
Benefits
- Equity compensation
- Full range of medical, financial, and/or other benefits
Company Overview
Company H1B Sponsorship