Why This Job is Featured on The SaaS Jobs
This Technical Support Specialist role sits at an increasingly common SaaS intersection where software platforms orchestrate physical operations. Supporting an AI-enabled robotics product means the work is not limited to app navigation issues; it involves diagnosing behavior across hardware, connectivity, configuration, and the control layer that makes automation usable in real environments. The second-shift coverage also signals a support model designed around real customer uptime, a pattern seen in SaaS products that become operationally critical.
For a SaaS career, the value is in learning how product reliability is experienced end to end. The role builds fluency in ticketing discipline, KPI-driven support, and knowledge base development, while also sharpening the ability to translate complex technical root causes into clear guidance. Regular collaboration with engineering and product teams creates exposure to feedback loops that influence roadmap decisions and reduce recurring issues.
This position fits professionals who like structured problem solving, careful documentation, and owning a queue without losing context across multiple cases. It also suits those who prefer customer-facing technical work that still touches internal product improvement, particularly in SaaS-adjacent domains where software and real-world systems must align.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
At Standard Bots, we're revolutionizing real-world automation by making robotic systems accessible to everyone. Our AI-powered platform enables robots to tackle unprecedented challenges through an intuitive instruction interface, bringing the power of software automation to physical spaces.
What you'll do
Provide technical support to customers from the hours of 4pm to 12am EST, via phone, email, video calls, and ticketing systems — diagnosing and resolving issues with Standard Bots robots
Guide customers through troubleshooting processes, configuration adjustments, and best practices for robot deployment and operation
Collaborate with engineering, product, and field service teams to escalate complex issues and ensure timely resolution
Document technical issues, solutions, and customer interactions in our CRM system (HubSpot or similar)
Create and maintain knowledge base articles, FAQs, and troubleshooting guides to improve customer self-service
Identify patterns in support requests and surface actionable feedback to product and engineering teams for continuous improvement
Own ticket management processes and proactively recommend improvements where inefficiencies exist
Meet or exceed support KPIs including response time, resolution time, and customer satisfaction
Basic Qualifications:
Associate degree or higher in engineering, computer science, robotics, mechatronics, or a related technical field
Ability to work the second shift from the hours of 4pm to 12am EST
2+ years of experience in technical support, field service, or a related role in robotics, automation, or technology
Proven troubleshooting skills with mechanical, electrical, or software systems
Understanding of industrial automation concepts, manufacturing processes, or robotics fundamentals
Ability to explain complex technical concepts clearly to non-technical audiences — in writing and in conversation
Organized and able to manage multiple open support tickets simultaneously without dropping the ball
Are willing to travel occasionally (up to 25%) for training, customer support visits, or team events
Preferred Qualifications:
Working understanding of networking, protocols, and device connectivity
Experience with collaborative robots (cobots) or industrial robot programming
Understanding of machine vision, sensors, or end effectors
Understanding of Python, C++, ROS, or similar languages and have experience with Linux/Ubuntu operating systems
Compensation and Benefits:
The salary range for this role is $80,000 to $120,000, depending on experience. We are open to a variety of seniority levels for this role and will build compensation packages that are commensurate with seniority and skill level. Base salary is just one part of the overall compensation at Standard Bots. All Full-Time Employees are eligible for Employee Stock Options. We also offer a package of benefits including paid time off, medical/dental/vision insurance, life insurance, disability insurance, and 401(k) to regular full-time employees.
