Technical Support Specialist

We are seeking an experienced Technical Support Specialist to lead and continuously develop our technical support and customer service infrastructure for autonomous robotic systems. This role is critical to ensuring machine uptime, customer satisfaction, and smooth day-to-day operations across a growing installed base of machines.

The ideal candidate combines strong technical understanding of hardware and software systems with excellent customer communication skills and a proactive, solution-oriented mindset.

Key Responsibilities

• Own and manage the technical support lifecycle for robotic vending machines and related systems
• Provide hands-on technical support and troubleshooting for hardware, software, and connectivity issues via phone, email, and remote tools
• Develop, implement, and optimize technical support processes, including ticketing workflows, escalation paths, and SLAs
• Collaborate closely with R&D, engineering, and operations teams to diagnose root causes and resolve complex technical issues
• Monitor machine performance and proactively identify potential failures or inefficiencies
• Create, maintain, and continuously improve technical documentation, including SOPs, FAQs, troubleshooting guides, and internal knowledge bases
• Serve as a trusted technical advisor to customers, ensuring clear guidance, transparency, and high satisfaction
• Collect and analyze customer feedback to improve product reliability, support processes, and user experience
• Support onboarding, installation, and post-deployment technical needs as required

Required Qualifications

• Proven experience in technical support, IT support, or field support for hardware-based or automated systems
• Strong understanding of computer systems, basic mechanics, and troubleshooting methodologies
• Hands-on experience with ticketing systems, CRM tools, and remote support platforms
• Excellent communication skills with the ability to explain technical concepts to non-technical users
• Strong problem-solving abilities and comfort working in fast-paced, high-pressure environments
• Highly organized, detail-oriented, and capable of managing multiple priorities

Sweet Robo designs and manufactures autonomous robotic vending machines that dispense food, entertainment, and retail products — from cotton candy and ice cream to popcorn, balloons, and more.

Our Mission: To transform how the world experiences vending by combining automation and entertainment, creating moments of joy for customers and profit for partners.

As the only American robotic vending company with machines designed and assembled in the U.S., we serve major brands and venues worldwide with offices in Brooklyn NY, Texas, Poland, and China.

What We Offer:

• Competitive salary and benefits
• Work with cutting-edge robotics and automation technology
• Global team across multiple continents
• Professional growth in a fast-growing industry