Robot Support Specialist

Job description

About Tutor We believe robots will be the next chapter in making physical labor safer and more affordable. But, nearly nine out of ten American factories and warehouses don't have a single robot. Tutor Intelligence is changing that. We build robots that go straight into real factories and warehouses, to do real work, with real impact. Our robot Cassie does back-breaking work, moving boxes, pallets, and bulk goods for family-owned manufacturers to some of the largest brands in the world. Our robot Sonny does handwork, using two arms to achieve human-like dexterity in picking and packing. Every robot learns on the job, and each one we deploy makes the next one more capable, more affordable, and faster to put to work. Founded at MIT and headquartered in Watertown, MA, we do it all in-house: the robotics hardware, the machine learning, and the field deployment and service. We're a team of researchers, engineers, technicians, operators, and sellers who love building things and solving hard problems. Our mission is grand: robots everywhere, for the common good, raising the standard of living across North America, and then the world. The Role As a Robot Support Specialist, you'll be at the center of our operation, combining hands-on technical troubleshooting with top-notch customer support. You'll solve technical challenges, be a trusted resource for our customers, and work alongside our engineering team to make our robots even better. This role is a great fit for someone who loves solving problems, enjoys helping people, and wants to grow with a fast-moving robotics company. ### Responsibilities - Provide technical customer support for our robot fleet, diagnosing and resolving issues in real time. - Answer inbound customer support calls, delivering friendly, professional service and keeping customers informed until their issue is resolved. - Take ownership of complex, escalated technical issues and drive them through to resolution. - Follow structured troubleshooting playbooks to resolve robot issues consistently and efficiently. - Monitor robot performance and behavior, identifying issues, inconsistencies, or unexpected outcomes before they impact customers. - Communicate clearly with customers, engineers, and managers about blockers, recurring issues, and improvement opportunities. - Participate in a continuous feedback loop, contributing to peer reviews, playbook updates, and tooling and process improvements. - Document customer issues and resolutions thoroughly to ensure smooth handoffs across our 24/7 shifts. Adapt quickly to evolving workflows and tooling as our products and support operation grow. ### What We’re Looking For - 3+ years of experience in technical support, customer support, IT help desk, field service, or another hands-on troubleshooting role. - A curious, methodical approach to solving technical problems. - Clear, calm communication, both on the phone and in writing. - Comfort picking up new software tools quickly. - Dependable and accountable, with the flexibility to work scheduled shifts, including weekends and holidays, in support of our 24/7 operation. ### Schedule This role is shift-based and requires regular weekend coverage. - Shift 1: 7am – 3:30pm - Shift 2: 3pm – 11pm - Shift 3: 11pm – 7am (Overnight) - You may be scheduled for weekend and holiday shifts when coverage is needed, with holiday shifts paid at 1.5x. Fully in-person in Watertown, MA, with parking onsite. ### Benefits We take care of our team so they can do their best work. At Tutor, you’ll get: - Fully employer-covered health insurance, so you’re protected without the premium. - A managed 401(k) to help you plan for the future. - Generous time off: unlimited PTO and all federal holidays off for full-time salaried employees, and 16+ days of accrued paid time off plus 1.5x pay on federal holidays for hourly employees. - Regular in-office meals and team social events throughout the year.