Robot Pilot - Customer Service

We’re looking for Robot Pilots to join our team in support of our client from the robotics field. In this fully remote role, you will support the real-time monitoring and performance of robotic arms deployed on client sites.

This role is critical to ensuring the reliability of these systems and delivering a high-quality experience to the customers. You’ll be on the front lines,watching for issues, diagnosing problems, and escalating when needed.

Duties and Responsibilities:

• Actively monitor robot performance and system health through internal dashboards and monitoring tools.
• Detect anomalies, errors, or performance concerns through observation or automated alerts.
• Investigate issues, apply known solutions, and attempt resolution where possible.
• Document and escalate unresolved issues based on established workflows.
• Stay in sync with teammates across shifts by sharing timely updates and status changes in Slack.
• Accurately document incidents, including symptoms, actions taken, and resolution outcomes.
• Maintain continuity across shifts through effective written updates and documentation.
• Evaluate and escalate external questions or concerns related to robot behavior or system status.
• Take occasional calls from the clients owning and operating the robots on-site.

Requirements:

• Strong communication and listening skills; ability to clearly explain what’s happening and what needs to be done.
• Excellent written and verbal communication skills.
• Observant, detail-oriented, and able to stay focused during repetitive tasks.
• Technically curious , you don’t need to be an engineer, but you are comfortable using internal tools and asking good questions.
• Calm under pressure, especially when things break.
• Comfortable working independently and as part of a team, including across shifts.
• Prior experience in a support, monitoring, or gaming environment is a plus.
• Strong critical thinking and problem-solving ability.
• Willingness to work rotational shifts.
• Comfortable using Slack and learning internal monitoring systems.

Benefits:

• Salary: $10,500 gross (before taxes)
• Law Benefits
• Monday to Friday, 8am - 5pm
• Career path
• After 3 months: Medical expenses insurance, Saving funds, Grocery tickets ($1,200)