Technical Support Analyst - Contract to Hire

Job description

Simbe Robotics is a leading retail robotics company providing in-store intelligence solutions that help retailers optimize operations, improve shelf execution, and deliver valuable data insights. Our autonomous robots and multi-modal data collection systems are transforming how retailers manage inventory and make data-driven decisions. This is a contract role with potential to convert to full-time based on performance and business need. ### Position Overview Simbe is seeking a Technical Support Analyst with strong technical depth to investigate and resolve customer issues across our robotic and software systems. This role is a direct contributor. The expectation is to resolve a meaningful share of incoming issues, not route them. You will work with internal diagnostics, telemetry, system logs, and monitoring tools to diagnose problems at their root, and collaborate with Engineering and Operations to close them. As other team members focus on building and improving Simbe's support processes and infrastructure, this role will be a key contributor to the quality and capacity of the support team, helping shape how investigations are run and creating leverage through tooling and documentation. Simbe expects team members to use automation and AI tooling to multiply their impact. We hire people who continuously eliminate manual work through scripting, tooling, and AI-assisted workflows. ### Responsibilities - **Customer Issue Investigation and Resolution** Investigate and resolve incoming customer issues using internal diagnostics, system data, logs, and support tooling. Analyze issues related to robot operation, scan quality, data accuracy, CV pipeline outputs, and system performance. Drive issues through to resolution, not just triage. - **Technical Troubleshooting** Reproduce and analyze reported issues with rigor. Gather relevant data and diagnostic context. Work with Engineering and Operations to resolve issues that require cross-functional input, and provide thorough documentation when escalating. - **Automation and Workflow Tooling** Build scripts, automations, or lightweight tools to accelerate investigation workflows, automate recurring analysis tasks, and reduce manual effort across the support function. Use AI tools and agents as core parts of the investigation and analysis workflow. - **Pattern Identification and Systemic Issues** Identify recurring issues and systemic failure patterns across the customer base. Surface these to Engineering and Product with clear data and context. Contribute to reducing issue recurrence through improved documentation, detection, and escalation. - **Support Operations and Documentation** Contribute to internal support documentation, runbooks, and escalation procedures. Help maintain and improve the operational processes that enable the team to scale. - **Cross-Team Collaboration** Collaborate with Engineering, Product, and Operations in a remote-first environment. Provide detailed investigation context when escalating. Help internal teams understand customer-facing issue patterns. ### Qualifications - Bachelor's degree or equivalent practical experience - Demonstrated technical troubleshooting ability for hardware, software, or systems - Ability to analyze telemetry data, logs, and operational metrics to diagnose root causes - Experience using scripting (Python, SQL, bash, or similar) or automation tools to reduce manual work - Demonstrated ability to use AI tools and agents to accelerate investigation and analysis workflows - Strong analytical thinking and methodical approach to problem-solving - Excellent written communication — ability to document clearly and communicate technical findings to non-technical stakeholders - Comfortable learning new systems and tooling quickly ### Preferred Qualifications - Experience in technical support, customer support, or technical operations - Familiarity with Jira Service Management or similar ticketing systems - Exposure to robotics, autonomous systems, IoT, or computer vision - Experience building internal tooling or workflow automation for support or operations functions - Interest in and comfort with AI-assisted tooling as a core part of day-to-day work ### What We're Looking For A technically capable resolver — someone who wants to understand systems deeply and build the tooling to investigate and detect issues faster. The role is not primarily about ticket volume; it is about investigation quality, systemic thinking, and continuous improvement of how Simbe supports its customers.