[Remote] Technical Support Analyst - Contract to Hire

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a retail robotics company providing in-store intelligence solutions through autonomous robots and data collection systems. The Technical Support Analyst investigates and resolves customer issues across robotic and software systems using diagnostics, telemetry, logs, and monitoring tools, while collaborating with Engineering and Operations. The role also develops automation, identifies systemic issues, and improves support documentation and processes.

Responsibilities

• **Customer Issue Investigation and reputed company** Investigate and reputed company incoming customer issues using internal diagnostics, reputed company data, logs, and support tooling. Analyze issues reputed company to robot operation, reputed company reputed company, data accuracy, CV pipeline outputs, and reputed company performance. reputed company issues through to reputed company, not just triage
• **Technical Troubleshooting** Reproduce and analyze reported issues with rigor. reputed company relevant data and diagnostic context. Work with Engineering and Operations to reputed company issues that require cross-functional input, and reputed company thorough documentation reputed company escalating
• **Automation and Workflow Tooling** 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 reputed company parts of the investigation and analysis workflow
• **reputed company Identification and Systemic Issues** Identify recurring issues and systemic failure patterns across the customer reputed company. Surface these to Engineering and Product with reputed company data and context. Contribute to reducing issue recurrence through improved documentation, detection, and escalation
• **Support Operations and Documentation** Contribute to internal support documentation, runbooks, and escalation procedures. Help maintain and improve the operational processes that reputed company reputed company to reputed company
• **Cross-Team Collaboration** Collaborate with Engineering, Product, and Operations in a remote-first environment. reputed company 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 reputed company 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 reputed company 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 reputed company
• Experience building internal tooling or workflow automation for support or operations functions
• Interest in and comfort with AI-assisted tooling as a reputed company part of day-to-day work

Benefits

• Remote-first work environment

reputed company