Tier 1 Support Technician (Remote)

At Prime Robotics, we’re building the future of warehouse automation. Smart, integrated systems that combine robotics, software, and scalable infrastructure. Our robots don’t just move stuff--they are revolutionizing how logistics work. The Tier 1 Support Technician (Remote) troubleshoots and resolves customer issues with our robotics systems. You’ll also own a big piece of our documentation: turning what we learn into knowledge base articles and procedures the whole team can use. You'll work with both our US and China engineering teams. This is a remote position with room to grow! Current schedule for this position is Monday through Friday from 11a to 8p Mountain Time (with a 1 hour lunch), with occasional weekends on-call. Work schedules and hours are subject to change based on evolving business and operational needs. Candidates in any US time zone are welcome to apply. This is an hourly position.

Responsibilities

• Provide technical support for our robot fleet, including AMRs, AGVs, and robotic arms.
• Document and escalate complex issues with detailed logs and clear notes.
• Communicate clearly with customers during outages and high-pressure situations.
• Write and maintain knowledge base articles from resolved issues.
• Turn repeat problems into clear, step-by-step procedures.

Responsibilities may evolve or change based on business and operational needs. The employee may also be assigned other duties as reasonably required by the company.

• 2+ years in technical support, help desk, or customer-facing troubleshooting.
• Business-fluent English.
• Eligible to work in the United States.
• Available to work Monday through Friday, 11:00 a.m. to 8:00 p.m. Mountain Time.
• Comfortable with Microsoft Teams and Microsoft Office.
• Reliable internet and a quiet workspace.
• Strong writing skills. You will be writing support tickets, knowledge base articles, and procedures. Must be able to explain a technical fix at a customer level.
• Calm and clear under pressure when a customer’s operation is down.
• Familiarity with command-line Linux is a plus.

We value our team members and offer meaningful benefits:

• Employer-subsidized medical, dental, and vision insurance plans to support your health and wellbeing
• Health Savings Account (HSA) and Flexible Spending Account (FSA) options for eligible employees
• 401(k) retirement savings plan
• Dedicated vacation and sick leave that allows you to recharge and take care of yourself when needed
• Invaluable hands-on experience with cutting-edge robotics technology that keeps your skills at the industry forefront
• A collaborative culture where innovation thrives and your work has a real impact
• The excitement of contributing to transformative technology in a fast-growing industry

Prime Robotics is proud to be an Equal Employment Opportunity Employer (EEOE), and we are committed to diversity both in practice and spirit at the corporate level. Prime Robotics participates in E-Verify. E-Verify is an Internet-based system that compares information from an employee's Form I-9, Employment Eligibility Verification, to data from the U.S. Department of Homeland Security and Social Security Administration records to confirm employment eligibility. We unfortunately cannot offer visa sponsorship for this position. Compensation: 43,680-50,000 USD/year