Fleet Support Specialist at Ultra — Brooklyn, USA | Base Career

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You bring an extreme sense of urgency to your work - you move quickly and decisively to get things done, and you are always trying to think one step ahead.
You have solid technical troubleshooting instincts and enjoy working closely with customers. You're excited to use your technical knowledge to keep their robots productive.
You have a knack for understanding how complex systems work, even the ones you can only see through logs and dashboards.
You know how to surprise and delight customers by building strong relationships in every interaction and properly setting + overdelivering on expectations.
You're an excellent communicator over Slack, text, and phone, and you can stay calm and clear while a customer is under pressure.
You thrive in a high-trust, high-autonomy environment. You don’t need to be micromanaged on what the top priorities are at any given moment.

Provide outstanding remote customer service in slack, text, or over the phone - monitor robot performance and triage issues proactively as they come up
Resolve as many issues as possible remotely, and escalate cleanly to field support with a clear handoff when a site visit is needed.
Maintain and improve our triage knowledge base so the whole team resolves issues faster over time.
Track recurring issues and surface patterns to the engineering team.

Computer administration, networking, and familiarity with ticketing or monitoring tools.
Familiarity with robotic or mechanical systems.
Familiar and comfortable with VR headsets.
Experience in a customer-facing technical support role.

Fleet Support Specialist