Technical Support Representative (Robotics)

TL;DR

Technical Support Representative (Robotics): Providing first-level technical support for UR cobots and MiR autonomous mobile robots with an accent on hardware and software troubleshooting. Focus on diagnosing complex system faults, managing technical cases via CRM, and collaborating with global engineering teams to ensure customer satisfaction.

Location: Must be based in Cebu, Philippines (Hybrid / On-site). No relocation or visa sponsorship provided.

Company

hirify.global Robotics brings together innovators in collaborative (UR) and autonomous (MiR) robotics to empower businesses worldwide to automate safely and efficiently.

What you will do

• Provide first-level technical support for UR cobots, controllers, and software, as well as MiR robots, fleet systems, and navigation software.
• Diagnose and troubleshoot hardware, software, and application-related issues using established tools and documentation.
• Guide customers through troubleshooting steps via phone, email, and case management systems.
• Manage technical support cases according to SLAs and escalate complex issues to specialized teams.
• Contribute to the internal knowledge base and process documentation to fill existing gaps.
• Collaborate with global support, engineering, and sales teams across different time zones.

Requirements

• Bachelor’s degree in a Technical or Engineering field (Mechanical, Electronics, Mechatronics, or related).
• Minimum 1 year of technical experience and previous experience in a technical support role.
• Excellent verbal and written communication skills in English.
• Must be local to Cebu, Philippines (relocation and visa sponsorship are not available).
• Flexibility to work shifting schedules, including weekends, holidays, and on-call hours to support 24/7 business operations.
• Proficiency in Microsoft Office (Excel, Word, PowerPoint, Outlook).

Nice to have

• Fluency in Mandarin, Korean, or Japanese.
• Familiarity with PLCs, sensors, motors, or industrial controllers.
• Basic networking knowledge, including IP addressing and connectivity troubleshooting.
• Experience with Autonomous Mobile Robots (AMRs), collaborative robots (cobots), or CRM tools like Salesforce.

Culture & Benefits

• Culture of inclusion and diversity of thought.
• Environment that encourages employees to innovate and learn something new every day.
• Commitment to customer success and technical excellence.
• Equal opportunity employer providing reasonable accommodations for disabilities.