Robot Support Specialist (Robotics)

Location: Fully in-person in Watertown, Massachusetts, United States; scheduled shifts may include weekends and holidays.

Holiday shifts are paid at 1.5x for hourly employees.

Company

hirify.global builds robotics hardware, machine learning systems, and field deployment and service solutions for factories and warehouses.

What you will do

• Provide technical customer support for the robot fleet, diagnosing and resolving issues in real time.
• Answer inbound support calls and keep customers informed until issues are resolved.
• Own complex escalated technical issues and drive them through resolution.
• Follow troubleshooting playbooks and monitor robot performance for inconsistencies or unexpected outcomes.
• Communicate blockers, recurring issues, and improvement opportunities to customers, engineers, and managers.
• Contribute to peer reviews, playbook updates, tooling and process improvements, and thorough issue documentation for 24/7 shift handoffs.

Requirements

• 3+ years of experience in technical support, customer support, IT help desk, field service, or another hands-on troubleshooting role.
• Curious and methodical approach to solving technical problems.
• Clear, calm communication by phone and in writing.
• Ability to learn new software tools quickly.
• Dependable and accountable, with flexibility to work scheduled shifts, including weekends and holidays, supporting a 24/7 operation.

Culture & Benefits

• Fully in-person work in Watertown with onsite parking.
• Fully employer-covered health insurance.
• Managed 401(k).
• Unlimited PTO and federal holidays off for full-time salaried employees; hourly employees receive 16+ accrued paid days off and 1.5x pay on federal holidays.
• Regular in-office meals and team social events.
• Work alongside robotics, machine learning, engineering, technician, operations, and sales teams in a fast-growing company.