Apptronik is a human-centered robotics company developing AI-powered robots to support humanity in every facet of life. Our flagship humanoid robot, Apollo, is built to collaborate thoughtfully with people, starting with critical industries such as manufacturing and logistics, with future applications in healthcare, the home, and beyond.
We operate at the cutting edge of embodied AI, applying our expertise across the full robotics stack to solve some of society's most important problems. You will join a team dedicated to bringing Apollo to market at scale, tackling the complex challenges like safety, commercialization, and mass production to change the world for the better.
JOB SUMMARY
Responsible for oversight of daily robot and system issues at both Apptronik and customer facilities. This role is primarily focused on the troubleshooting, triaging, and escalation of reported issues from our internal Robot Park team, and our customers. who work with the robots. You will work closely with cross functional teams, both gathering information to help you resolve, or collecting information to help them resolve the issues reported. Will be responsible for output of tickets directly leading to reporting that impacts robot and process improvements.
ESSENTIAL DUTIES AND RESPONSIBILITIES or KEY ACCOUNTABILITIES
- Monitor & Triage: Act as the first line of defense by monitoring incoming alerts and errors tickets via Salesforce on a daily basis.
- Level 1 Support: Deeply analyze reported issues. You won't just pass tickets along; you will use our diagnostic tools to understand the root cause and attempt to resolve the issue yourself first.
- Escalation Management: Accurately categorize complex issues that cannot be resolved at Level 1 and escalate them to the appropriate hardware or software engineering teams.
- Documentation: Maintain clear logs of issues and resolutions to help us build our internal knowledge base.
- Collaboration: Communicate effectively with field techs and engineers to ensure our robots stay up and running.
SKILLS AND REQUIREMENTS
- Tech Savvy: You have working knowledge of Salesforce or a similar ticketing/CRM system (Jira, Zendesk, ServiceNow, etc.)
- Education: High School Diploma or equivalent is required
- Problem Solver Mindset: You don’t panic when you see an error code; you get curious.
- Communication: You can explain a technical problem clearly in writing.
EDUCATION and/or EXPERIENCE
- 1+ years of professional experience (experience in technical support, IT helpdesk, or operations is a huge plus).
- High School diploma or GED required
- 2-3 years in a customer facing role
- Documentation of processes, knowledgebase, and training material creation
PHYSICAL REQUIREMENTS
- Prolonged periods of sitting at a desk and working on a computer
- Must be able to lift 15 pounds at times
- Vision to read printed materials and a computer screen
- Hearing and speech to communicate
*This is a direct hire. Please, no outside Agency solicitations.
Apptronik provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
