Energy Robotics · 9 hours ago
Technical Support Analyst - Operations (m/f/d)
Houston, TX
Full-time
Hybrid
New Grad, Entry LevelEnergy Robotics is a company focused on providing innovative robotic solutions, and they are seeking a Technical Support Analyst to join their evening shift team. The role involves providing critical technical support to customers across various time zones, driving service excellence, and building documentation to enhance the customer support experience.
Artificial Intelligence (AI)RoboticsSoftware
Hiring Manager
Rachel K.
Responsibilities
Provide Critical Evening Support: Act as the primary support contact during the evening shift (approx. 4 PM - 12 AM Central StandardTime), bridging time zones to provide uninterrupted assistance to customers across Europe, Asia-Pacific, and the Middle East
Drive the Customer Support Experience: Manage the inbound support queue through tickets, chat, and other channels by providingexpert guidance and troubleshooting for our mobile robot fleets
Drive Service Excellence: Implement and refine support processes to build a predictable, high-quality, and scalable support system for our global operations
Build Our Knowledge Base: Create and maintain clear, effective documentation, FAQs, and troubleshooting guides to empower both our customers and internal teams
Champion Continuous Improvement: Analyze support trends from your shift, identify recurring issues, and collaborate with our global teams to propose lasting improvements to our products and processes
Qualification
Required
Proven experience in technical support, IT helpdesk, service desk, or network operations center (NOC) environment
Confident working with Linux-based systems via the command line (CLI)
Ability to connect to remote systems using SSH and follow troubleshooting runbooks
Comfortable inspecting logs and performing basic system checks in a terminal environment
Exceptional proficiency in spoken and written English
A highly independent and reliable work ethic, with the ability to manage your time and responsibilities effectively without direct supervision during your shift
A passion for creating structure and improving processes; you see documentation and best practices as essential
Excellent problem-solving skills and a calm, methodical approach to handling urgent technical issues
You must be willing and able to work on a consistent evening shift schedule, including weekends and holidays, as part of a rotating team (e.g., approximately 4 PM to 12 AM CT)
Located in or near Houston, TX. While the role primarily operates remotely during evening hours, you will be expected to come into the Houston office periodically for team collaboration, training, and alignment
Preferred
Prior exposure to robotics systems, distributed systems, or on-call / NOC-style environments is a plus
Experience with IT Service Management (ITSM) principles (e.g., ITIL Foundation)
Experience with helpdesk software (e.g., Zendesk, Jira Service Management)
Fluency in Spanish is a significant advantage
Benefits
Annual education budget
Learn from world-leading robotics experts
Knowledge-sharing sessions & workshops
Flexible remote work
Be part of an international team with over 20 nationalities
1:1 sessions with certified psychologists and mental health workshops
Team events: hackathons, outdoor adventures & more
...and more benefits & discounts
Company
Energy Robotics
Energy Robotics is a developer of software solutions for mobile inspection robots.
Founded in 2019
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$25.84MKey Investors
Blue Bear Capital,Climate InvestmentEuropean Innovation CouncilFutury Capital
2025-10-07Series A· $13.5M
2022-10-05Grant· $2.48M
2022-08-15Undisclosed· $7.42M
Leadership Team
Marc Dassler
CEO & Co-Founder
Recent News
Company data provided by crunchbase