Robotics Support Analyst

About the team and the role

Roca Robotics designs, manufactures and supports automation and digitization hardware and software for sorting and managing collectibles. Roca’s current product, the Roca Sorter, can fully alphabetize 1000 Magic, Pokemon, or Yu Gi Oh  cards in two hours.

The Robotics Support Analyst ensures customers have maximum uptime with the Roca Sorter by assessing and addressing hardware and software issues affecting performance through technical support. This is done via chat, email, phone, and video call. The analyst also develops user documentation, occasionally travels to repair machines at customer sites, and packages spare parts for shipment.

• Deliver excellent customer service to customers by answering inquiries, troubleshooting issues while using tools such as Zen Desk, chat, email, phone, and video calls.
• Handle a small number of cases requiring travel to customer sites for in‑person resolution.
• Discover, investigate, and resolve issues related to robotics hardware, wiring, and software using Python, SQL, and Linux.
• Develop documentation and instructions for use and common repairs.
• Provide maintenance mentorship to customers through phone, video, and Slack communications.

• Prior customer service experience.
• Personal or professional experience working with hardware, machinery, equipment, electronics, or robotics.
• Prior remote support of robotics or complicated machines.
• Experience with Zen Desk or similar customer support tracking systems.
• Basic Linux knowledge, including usage of command lines.
• Familiarity with SQLite3, Python, and Atlassian products such as Jira and Confluence.
• Familiarity with git and related code repository software.
• High school diploma or equivalent.

Pay range: $17–$27 per hour ($40,000–$78,000 base salary). Compensation may include a target bonus and restricted stock units, as well as a full range of medical, financial, and other benefits, including 401(k) eligibility and various paid time off benefits, such as PTO and parental leave.

Location:

Longmont, CO. This is an at‑will position. Remote roles are not eligible for U.S. visa sponsorship.

eBay is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, veteran status, disability, or other legally protected status. If you have a need that requires accommodation, please contact