Technical Support Analyst - Operations
New
Located anywhere within the continental United States., Approximately 4 PM to 12 AM Central Standard TimeFull-TimeMiddle
Salary not disclosed
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Job Details
- Languages
- English, Spanish
- Required Skills
- DocumentationTroubleshootingTechnical support
Requirements
- Proven experience in technical support, IT helpdesk, service desk, or network operations center (NOC)
- Confident working with Linux-based systems via the command line (CLI)
- Ability to connect to remote systems using SSH
- Comfortable inspecting logs and performing basic system checks
- Exceptional proficiency in spoken and written English
- Ability to work consistent evening shift schedule including weekends and holidays
- Highly independent and reliable work ethic
- Excellent problem-solving skills
Responsibilities
- Act as the primary support contact during evening shifts
- Manage inbound support queue through tickets, chat, and other channels
- Provide expert guidance and troubleshooting for mobile robot fleets
- Implement and refine support processes for global operations
- Create and maintain documentation, FAQs, and troubleshooting guides
- Analyze support trends to identify recurring issues
- Collaborate with global teams to propose product and process improvements
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