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Tutor · 1 month ago

Support Enablement Specialist (Robotics)

Watertown, MA

Full-time

Onsite

Entry, Mid Level

$75K/yr - $120K/yr

2+ years exp

Tutor Intelligence is a company focused on building the world's largest fleet of generally capable robot workers for American factories and warehouses. They are seeking a Support Enablement Specialist to bridge tech support, data, and documentation, ensuring high-quality service through effective training and analytics.

Artificial Intelligence (AI)Information TechnologyMachine LearningRobotics

H1B Sponsor Likely

Responsibilities

Develop and maintain comprehensive support playbooks, troubleshooting guides, escalation workflows, and onboarding/training materials for support and field teams

Serve as the go-to person for support knowledge: keep our knowledge-base current, searchable, and aligned with best practices

Query and analyze operational/support data (SQL, Sheets/Excel) to identify recurring issues, training gaps, and process improvement opportunities

Build dashboards/visualizations (Metabase or similar) to monitor support/field enablement KPIs (e.g., time-to-resolution, knowledge base usage, incident recurrence, onboarding ramp time)

Collaborate with Engineering and Operations to triage systemic support issues, gather root-cause insights, turn those into training/knowledge updates, and validate post-fix documentation

Partner with the Support Manager to ensure consistent process adherence, coverage across shifts/sites, and accurate documentation/practices across global teams

Own enablement experiments: define metrics, implement pilot training/process changes, track outcomes and surface results to leadership

Qualification

Technical support experienceSQL proficiencyDashboard buildingProcess design understandingKnowledge management best practicesHighly organizedProactive mindsetCommunication skills

Required

2+ years experience in technical support, support operations, or high-volume service environments (including strong hands-on troubleshooting background)

Proficiency with SQL and Excel/Google Sheets for querying, analysis and reporting on operational data

Experience building dashboards and visualizations with tools such as Metabase

Solid understanding of process design, documentation standards, knowledge-management best practices, and continuous improvement mindset

Comfortable collaborating across functions (Engineering, Field Ops, Support) and able to translate technical detail into actionable internal enablement content

Excellent written and verbal communication skills; an ability to distill complex technical issues into clear guides/training

Highly organized, self-directed, and proactive in identifying improvement opportunities

Preferred

Experience in 24/7 operations, incident response or alert-driven support workflows

Background in robotics, logistics, manufacturing or embedded systems

Familiarity with automation tools or scripting (Zapier, internal scripts, Airflow etc)

Benefits

Fully employer-covered health and dental insurance

Managed 401(k)

Regular in-office meals

Social events

Collaborative, low-ego work culture

Company

Tutor

Tutor was founded to build the intelligence that lets machines see, learn, and act alongside people in the most complex, real-world production environments.

Founded in 2021

Cambridge, Massachusetts, USA

51-200 employees

https://tutorintelligence.com/

H1B Sponsorship

Tutor has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2025 (1)

2024 (1)