ABOUT THIS POSITION
This role is a unique opportunity to be a founding member of our 24/7 global "follow-the-sun" support model. We are specifically hiring for or the evening shift aligned with U.S. Central Time to provide critical, real-time support to our key customers during their peak operational hours in Europe.
Based in the Houston area, you will be the expert on duty, ensuring our robotic fleets and customers are successful overnight. This is not a standard 9-to-5. This role is built for a reliable, independent individual who thrives working non-traditional hours. Your mission is to provide world-class technical support while building the processes and documentation that will define our global service excellence.
Please note: This position requires working on a consistent evening schedule (e.g., approximately 4 PM to 12 AM Central Standard Time) and weekends as part of a rotational team.
YOUR TASKS
- 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.
YOUR PROFILE
- 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).
HELPFUL ADDITIONAL QUALIFICATIONS
- 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.
About us
We believe robots should do the work humans should not—dull, dirty, and dangerous tasks. The robot industry is experiencing rapid growth, powered by AI, cloud computing, 5G networks and falling cost of robot hardware. We envision a transformative decade ahead similar to the arrival of smartphones. With hundreds of thousands and very soon millions of inspections performed across five continents and software trusted by the world's top energy leaders, we’re not just imagining impact—we're delivering it.
We are a team of roboticists, AI experts, and world champions who grew up programming robots and never stopped developing intelligent autonomy software for collaborative mobile robots. With our diverse team of 70+ people from 25+ different countries, our team is uniquely qualified to revolutionize the industry. Our foundation is strengthened by visionary entrepreneurs and committed investors. Additionally, we work closely with notable partners and collaborators such as AWS, Boston Dynamics, DJI, Ericsson, Google, Intel, Microsoft, Mitsubishi, Nokia, Nvidia, SAP and many more. Together, we are committed to shaping the future of robotics.
Are you passionate about robotics and eager to make a difference? Join us and be part of a team that is not just witnessing but actively shaping the future of robotics. Energy Robotics is the place for you. Be at the forefront of this groundbreaking journey!
