Technical Support Specialist

Technical Support Specialist (Mon-Fri 3:30pm-12am ET)

Locus Robotics is a global leader in warehouse automation, delivering unmatched flexibility and unlimited throughput, and actionable intelligence to optimize operations. Powered by Locus

ONE, an AI-driven platform, our advanced autonomous mobile robots seamlessly integrate into existing warehouse environments to enhance efficiency, reduce costs, and scale operations with ease.

Trusted by over 150 industry-leading retail, healthcare, 3PL, and industrial brands in over 350 sites worldwide, Locus enables warehouse operators to achieve rapid ROI, minimize labor costs, and continuously improve productivity. Our industry-first Robots-as-a-Service (RaaS) model ensures ongoing innovation, scalability, and cost-effectiveness without the burden of significant capital investments. With proven capabilities in diverse workflows—from picking and replenishment to sorting and pack-out—Locus Robotics empowers businesses to meet peak demands and adapt to ever-changing operational needs.

The working hours for this role are Monday to Friday 3:30pm-12am ET.

• Manage customer support tickets for tier 1 and tier 2 technical issues, ensuring timely resolution and customer satisfaction.
• Serve as the first point of contact for customer sites, providing prompt response and resolution.
• Leverage internal monitoring tools to efficiently diagnose and resolve hardware, software, and network-related issues for customers.
• Collaborate with engineering and cross-functional teams to troubleshoot and resolve complex technical issues.
• Monitor, prioritize, and manage tickets to maintain compliance with defined service level agreements (SLAs).
• Create and update knowledge base articles to improve support workflows and maintain accurate, up-to-date documentation.
• Maintain clear, professional, and timely communication with customers throughout the support process.

• Associate's or Bachelor's in Robotics, IT, Computer Science or related field.
• 2+ years of experience in a Technical Help Desk or Technical Customer Support role.
• Extensive experience with ticketing systems and remote supporting tools.
• Expertise in troubleshooting across hardware, software, and network environments.
• Ability to manage multiple priorities and adapt to a fast-paced environment.
• Excellent written and verbal English communication skills, with the ability to effectively engage with internal and external stakeholders at all levels of the organization.

Locus Robotics is an Equal Opportunity Employer.

Location:

Wilmington, MA