Technical Customer Support Agent (Robotics)

TL;DR

Technical Customer Support Agent (Robotics): Providing technical assistance for autonomous drone delivery systems with an accent on hardware and software troubleshooting. Focus on diagnosing root causes of system issues, managing complex escalations to engineering, and optimizing customer experience for global logistics operations.

Location: Onsite in Richardson, Texas (Dallas-Fort Worth area)

Salary: $32–$34 / hour

Company

hirify.global is the world’s largest autonomous drone delivery service, specializing in the rapid transport of medical supplies and essential goods globally.

What you will do

• Resolve customer and partner inquiries via phone, email, and chat using a technically sound approach.
• Diagnose and troubleshoot complex hardware, software, and account-related issues to identify root causes.
• Escalate critical cases to engineering teams with detailed documentation and ensure full closure.
• Maintain comprehensive logs of all interactions and resolutions within CRM and ticketing platforms.
• Collaborate with product managers and engineers to identify and resolve recurring system issues.
• Contribute to the internal knowledge base and support process improvements.

Requirements

• 2+ years of experience in technical support or help desk roles supporting integrated systems.
• Strong diagnostic abilities across hardware, software, and system configurations.
• Experience with CRM and ticketing platforms such as Zendesk, Salesforce, or ServiceNow.
• Ability to communicate technical concepts clearly to non-technical audiences.
• Must be based in or be able to relocate to Richardson, TX.
• Flexible availability, including nights and weekends.

Nice to have

• Experience supporting IoT, robotics, or aviation systems.
• Knowledge of software/cloud systems.

Culture & Benefits

• Relocation support is available through the company.
• Opportunity to work on cutting-edge autonomous logistics technology with a direct humanitarian impact.
• Collaborative environment with close integration between support, engineering, and product teams.
• Mission-driven culture focused on solving real-world challenges at global scale.