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Roca Robotics designs, manufactures and supports automation and digitization hardware and software for sorting and managing collectibles. Roca's current product, the Roca Sorter, can fully alphabetize 1000 Magic, Pokemon, or YuGiOh cards in two hours.

The Robotics Support Analyst makes sure customers have maximum uptime with the Roca Sorter by assessing and addressing hardware and software issues affecting performance through technical support. This is done via chat, email, phone, and video call. The Robotics Support Analyst is also responsible for developing user documentation and instructions, occasional travel during the year to repair machines at customer sites, and occasionally packaging spare parts for shipment.

• Deliver excellent customer service to customers by answering inquiries, troubleshooting issues while using tools such as ZenDesk, chat, email, phone, and video calls. This includes a small number of cases requiring travel to customer sites for in-person resolution.

• Discover, investigate and issues related to robotics hardware, wiring, and software using Python, SQL, and Linux.

• Develop documentation and instructions for use and common repairs

• Provide maintenance mentorship to customers through phone, video, and Slack communications

• Prior customer service experience

• Personal or professional experience working with hardware, machinery, equipment, electronics, or robotics. Prior remote support of robotics or complicated machines

• ZenDesk or similar Customer Support Tracking. Basic Linux knowledge including usage of command lines

• Familiarity with SQLite3, Python and Atlassian products such as Jira and Confluence

• Familiarity with git and/or related code repository softwares

• High school diploma or equivalent

Additional Details

The base pay range for this position is expected in the range below:

Base pay offered may vary depending on multiple individualized factors, including location, skills, and experience. The total compensation package for this position may also include other elements, including a target bonus and restricted stock units (as applicable) in addition to a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as PTO and parental leave). Details of participation in these benefit plans will be provided if an employee receives an offer of employment.

If hired, employees will be in an "at-will position" and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.

Remote roles are not eligible for U.S. visa sponsorship.

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