Technical Support Analyst - Contract to Hire

Accountabilities:

• • Investigate and resolve incoming customer issues across robotic operations, software systems, scan quality, data accuracy, computer vision outputs, and system performance.
  • Use internal diagnostics, telemetry, logs, monitoring data, and support tools to identify root causes rather than simply routing or triaging issues.
  • Reproduce reported problems, collect relevant diagnostic information, and perform rigorous technical analysis.
  • Collaborate with Engineering and Operations on complex issues requiring cross-functional expertise, providing clear investigation context and detailed escalation documentation.
  • Develop scripts, automations, and lightweight tools to accelerate investigations, automate recurring analysis, and reduce manual support work.
  • Use AI tools and agents as part of day-to-day investigation and analysis workflows to increase efficiency and technical impact.
  • Identify recurring issues and systemic failure patterns across customers and communicate actionable findings to Engineering and Product.
  • Contribute to reducing issue recurrence through improved detection, documentation, runbooks, escalation procedures, and operational processes.
  • Collaborate effectively with distributed teams in a remote-first environment and help internal stakeholders understand customer-facing technical patterns.
  • Continuously improve support workflows, tooling, and investigation practices to increase the team's overall quality and capacity.

  Requirements:

  • Bachelor's degree or equivalent practical experience.
  • Demonstrated technical troubleshooting experience across hardware, software, systems, or comparable technical environments.
  • Ability to analyze telemetry, logs, operational metrics, and other system data to identify root causes.
  • Experience with scripting or automation using Python, SQL, Bash, or similar technologies.
  • Demonstrated ability to use AI tools and agents to accelerate technical investigations, analysis, and workflows.
  • Strong analytical thinking and a structured, methodical approach to complex problem-solving.
  • Excellent written communication skills, including the ability to document investigations and explain technical findings clearly to non-technical stakeholders.
  • Ability to learn unfamiliar systems, technologies, and internal tooling quickly.
  • Experience in technical support, customer support, or technical operations is preferred.
  • Familiarity with Jira Service Management or comparable ticketing platforms is advantageous.
  • Exposure to robotics, autonomous systems, IoT, or computer vision is a plus.
  • Experience building internal support tooling or workflow automation is beneficial.
  • A proactive, systems-oriented mindset with a focus on resolving underlying problems rather than simply managing ticket volume.

  Benefits:

  • $6,000–$7,000 per month compensation range.
  • Remote work environment.
  • Contract-to-hire opportunity, with potential conversion to full-time based on performance and business needs.
  • Opportunity to work with cutting-edge AI, robotics, computer vision, and autonomous systems technologies.
  • Direct impact on customer experience, support quality, and operational scalability.
  • Opportunity to develop automation, scripting, and AI-assisted workflows that reduce manual work.
  • Collaboration with Engineering, Product, and Operations teams in a technology-driven environment.
  • Exposure to complex technical challenges and opportunities for continuous learning and professional development.
  • Culture emphasizing results, empathy, transparency, agility, innovation, and technical excellence.