Customer Support Agent (Internal Recruitment)

About the Role

We’re looking for Customer Support Agents to join our team and support the realtime monitoring and performance of our robots in the field. This role is critical to

ensuring the reliability of our systems and delivering a high-quality experience to

our customers. You’ll be on the front lines—watching for issues, diagnosing

problems, and escalating when needed.

This role blends technical observation with clear communication. You’ll interact

with internal escalation teams, helping ensure problems are spotted and

addressed quickly.

Key Responsibilities

• System Monitoring: Actively monitor robot performance and system health through internal dashboards and monitoring tools
• Issue Identification: Detect anomalies, errors, or performance concerns through observation or automated alerts
• First-Level Troubleshooting: Investigate issues, apply known solutions, and attempt resolution where possible
• Escalation: Document and escalate unresolved issues based on established workflows
• Communication: Stay in sync with teammates across shifts by sharing timely updates and status changes in Slack
• Incident Logging: Accurately document incidents, including symptoms, actions taken, and resolution outcomes
• Shift Handoffs: Maintain continuity across shifts through effective written updates and documentation
• Customer Support: Evaluate and escalate external questions or concerns related to robot behavior or system status

Who You Are

• A strong communicator who can clearly explain what’s happening and what needs to be done
• Observant, detail-oriented, and able to stay focused during repetitive tasks
• Technically curious — you don’t need to be an engineer, but you’re comfortable using internal tools and asking good questions
• Calm under pressure, especially when things break
• Comfortable working independently and as part of a team, including across shifts

Qualifications

• Prior experience in a support, monitoring, or gaming environment is preferred
• Excellent written and verbal communication skills
• Strong critical thinking and problem-solving ability
• Willingness to work assigned shift (including overnight/weekend where applicable)
• Comfortable using Slack and learning internal monitoring systems