Technical Support Engineer (Robotics)
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Key skills for this role
Role Overview
As a Technical Support Engineer, you will be the primary technical contact for customers, assisting them with software & hardware questions related to UFACTORY’s robotic arms. You will provide support for our SDK, APIs, and general operation, ensuring customers can effectively utilize our technology within their own systems. You will also help improve and expand our technical documentation to make troubleshooting and implementation easier for customers.
Key Skills for This Role
Full Job Posting
Role Overview
As a Technical Support Engineer, you will be the primary technical contact for customers, assisting them with software & hardware questions related to UFACTORY’s robotic arms. You will provide support for our SDK, APIs, and general operation, ensuring customers can effectively utilize our technology within their own systems. You will also help improve and expand our technical documentation to make troubleshooting and implementation easier for customers.
Key Responsibilities
- Respond to customer inquiries via email, phone, and chat, providing technical support for software & hardware issues. Note this is a software focused role.
- Assist customers in understanding and using UFACTORY’s SDK and APIs, but not performing integration.
- Diagnose and troubleshoot robotic hardware, firmware, and software issues.
- Document customer issues, solutions, and best practices in our ticketing system.
- Collaborate with the engineering team to escalate and resolve complex technical issues.
- Enhance and expand UFACTORY’s technical documentation, including FAQs, troubleshooting guides, and user manuals.
Requirements
- Experience: 1+ years in a technical support or engineering role, preferably in robotics, automation, or industrial hardware/software.
- Technical Skills:
- Understanding of robot operating systems (ROS) and communication protocols (TCP/IP, Modbus, etc.).
- Customer Support Skills: Excellent communication skills with the ability to explain technical concepts clearly.
- Problem-Solving: Ability to diagnose and resolve issues efficiently while documenting findings.
- Documentation Skills: Experience writing or contributing to technical documentation, user manuals, or FAQs.
Standout Qualifications
- Strong experience with robotic SDKs, Python, C++, and API integrations.
- Familiarity with robotics hardware and software, motion control, harmonic drives.
- Experience working with UFACTORY robotic arms or similar automation hardware (UR, ABB, etc.)
- Prior experience in a customer-facing technical support role.
- Experience with Markdown, Git, or documentation platforms like Confluence, ReadTheDocs, or GitHub Pages.
Why Join UFACTORY?
Be part of a growing team in robotics and automation.
Work in a collaborative, technology-driven environment.
Opportunity to shape and improve technical documentation for a global customer base.
About UFACTORY
Manufacturer of professional-grade collaborative robotic arms and accessories.
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