[Remote] Technical Support Analyst

Note: The job is a remote job and is open to candidates in USA. Simbe Robotics 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 capacity of the support team.

Responsibilities

• Investigate and resolve incoming customer issues using internal diagnostics, system data, logs, and support tooling. Analyze issues related to robot operation, scan 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 when escalating
• Build scripts, automations, or lightweight tools to accelerate investigation workflows, automate recurring analysis tasks, and reduce manual 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 base. 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 enable the team to scale
• Collaborate with Engineering, Product, and Operations in a remote-first environment. Provide detailed investigation context when 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 manual 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 vision
• 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

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