[Remote] Technical Support Analyst

Note: The job is a remote job and is open to candidates in USA. Simbe Robotics is a leading retail robotics company providing in-store intelligence solutions that help retailers optimize operations. They are seeking a Technical Support Analyst to investigate and resolve customer issues across their robotic and software systems, contributing to the quality and capacity of the support team.ResponsibilitiesInvestigate 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 triageReproduce 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 escalatingBuild 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 workflowIdentify 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 escalationContribute to internal support documentation, runbooks, and escalation procedures. Help maintain and improve the operational processes that enable the team to scaleCollaborate with Engineering, Product, and Operations in a remote-first environment. Provide detailed investigation context when escalating. Help internal teams understand customer-facing issue patternsSkillsBachelor's degree or equivalent practical experienceDemonstrated technical troubleshooting ability for hardware, software, or systemsAbility to analyze telemetry data, logs, and operational metrics to diagnose root causesExperience using scripting (Python, SQL, bash, or similar) or automation tools to reduce manual workDemonstrated ability to use AI tools and agents to accelerate investigation and analysis workflowsStrong analytical thinking and methodical approach to problem-solvingExcellent written communication — ability to document clearly and communicate technical findings to non-technical stakeholdersComfortable learning new systems and tooling quicklyExperience in technical support, customer support, or technical operationsFamiliarity with Jira Service Management or similar ticketing systemsExposure to robotics, autonomous systems, IoT, or computer visionExperience building internal tooling or workflow automation for support or operations functionsInterest in and comfort with AI-assisted tooling as a core part of day-to-day workBenefitsEquity compensationFull range of medical, financial, and/or other benefitsCompany OverviewSimbe, the global leader in retail shelf digitization, is the trusted partner for retailers confronting today's most critical challenges: 66% of "out-of-stock" items hidden within stores, 90% of pricing errors missed by manual audits, and 95% labor attrition. It was founded in 2014, and is headquartered in San Francisco, California, USA, with a workforce of 51-200 employees. Its website is http://www.simberobotics.com.Company H1B SponsorshipSimbe has a track record of offering H1B sponsorships, with 4 in 2025, 4 in 2024, 2 in 2023, 3 in 2022, 1 in 2021, 1 in 2020. Please note that this does not guarantee sponsorship for this specific role.



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