Robotic Technical Support Specialist

Vecna Robotics is an intelligent flexible material handling automation company that keeps goods moving. With award-winning technology engineered for uninterrupted work between autonomous mobile robots, labor, and systems, we make business go. As a company, we are driven by the same collective vision: an uninterrupted and highly efficient global supply chain where robots do the dirty work and people do the human work.

Vecna Robotics seeks a Tier 1 - Robotic Technical Support Specialist to join our Pivotal Command Center (PCC) team. The Technical Support Specialist is part of a team that plays a critical role in ensuring our robots operate safely and efficiently.

In this role, the Technical Support Specialist will work with cutting-edge technology to monitor and assist autonomous forklift robots at customer sites, ensuring seamless operations. This role is responsible for documenting robot operations, escalating technical issues and working cross functionally to refine support processes.

In addition to excellent communication and the ability to think quickly, the ideal candidate is a team-oriented problem solver with a passion for customer support, troubleshooting, and technology.

The Tier 1 - Robotic Technical Support Specialist role requires weekend availability and a high level of focus and critical thinking throughout the shift. Onboarding/training conducted on weekdays (8 AM - 4 PM) for at least four weeks.

Reporting to the Director of Post-Deployment Operations, this is a full-time, hourly role based in Waltham, MA. Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time. We are not accepting applications or inquiries from recruitment agencies or search firms for this position.

Key Responsibilities

• Monitor and assist customer robots using remote control tools to ensure continuous and safe operation.
• Use cameras and remote indicators to assess robot navigation and intervene when necessary to provide assistance as well as to prevent safety risks.
• Prioritize safety while troubleshooting issues, ensuring robots operate within designated parameters.
• Document robot operations and report daily status updates.
• Create tickets for issues and escalate to Tier 2 support and/or management when necessary.
• Collaborate with colleagues to ensure adequate site coverage and customer communication.
• Proactively identify and recommend improvements to streamline customer/robot operations to reduced disruptions to production.
• Provide exceptional customer support, including answering and triaging support calls.
• Follow established escalation processes to ensure timely issue resolution.
• Assist in training new agents through shadowing and guidance.
• Assist internal teams with project-related requests.
  
  

What We're Looking For:

• Associate's degree in computer science; equivalent experience considered.
• Strong technical aptitude and ability to follow complex technical instructions.
• Experience with ROS (Robot Operating System) strongly preferred.
• Demonstrated ability to work autonomously in a fast-paced, evolving environment.
• Strong problem-solving, multitasking, and time-management skills.
• Excellent written, verbal, and communication skills.
• Ability to think in 3D (spatial awareness) required; experience with drones, RC vehicles, simulation, or 2D racing games, preferred.
• Experience with Linux, call center technical support, or warehouse environments, a plus.
• Ability to adapt, learn quickly, and work collaboratively within a team.
• Multi-lingual skills, especially Spanish proficiency, a plus.
• Valid Driver's License required; occasional travel may be needed.
  
  

We are an equal opportunity employer. We encourage and celebrate diversity.