Support Technician (Tier 1)

Please note, the shift for this position is Monday through Friday from 7 am ET-4 pm ET with a 1-hour lunch break (remote).

Company

At Prime Robotics, we’re building the future of warehouse automation — smart, integrated systems that combine robotics, software, and scalable infrastructure. Our robots don’t just move stuff — they optimize how logistics work.

Position

The Support Technician role is focused on troubleshooting and resolving customer issues with our robotics solutions. As a remote position, success requires a strong ability to communicate clearly, follow structured processes, and stay self-motivated without direct supervision. 

Responsibilities 

• Provide first-line technical support for robotic warehouse systems, following documented troubleshooting steps. 

• Monitor system performance and flag potential issues before they escalate. 

• Document and escalate complex issues to Tier 2 with detailed logs and notes. 

• Maintain and update internal knowledge base materials. 

• Work effectively in a remote environment using Jira, Confluence, Teams, and Microsoft Office. 

• Communicate clearly with customers and coworkers to ensure smooth issue resolution. 

Key Success Factors 

• Strong written communication for clear documentation and issue tracking. 

• Self-sufficiency and time management to stay productive without direct, in-person oversight. 

• Attention to detail to follow structured processes and avoid unnecessary escalations. 

• Proactive problem-solving to identify and address common issues efficiently. 

Required Qualifications 

• Home office with a stable, high-speed internet connection. 

• Fluent English communication skills (written and verbal). 

• Willingness to follow established processes and escalate issues appropriately. 

• No coding, scripting, or software development knowledge is expected. 

• Experience in helpdesk, IT support, or technical troubleshooting. 

Preferred Qualifications 

• Degree in a technical discipline. 

• Chinese language skills are a plus. 

• Familiarity with warehouse automation, wms, robotics, or logistics. 

We value our team members and offer meaningful benefits:

• Employer-subsidized medical, dental, and vision insurance plans to support your health and wellbeing
• Dedicated vacation and sick leave that allows you to recharge and take care of yourself when needed
• Invaluable hands-on experience with cutting-edge robotics technology that keeps your skills at the industry forefront
• A collaborative culture where innovation thrives and your work has a real impact
• The excitement of contributing to transformative technology in a fast-growing industry

Prime Robotics is proud to be an EEOE, M/F/D/V, and we are committed to diversity both in practice and spirit at the corporate level. 

Prime Robotics participates in E-Verify. E-Verify is an Internet-based system that compares information from an employee's Form I-9, Employment Eligibility Verification, to data from U.S. Department of Homeland Security and Social Security Administration records to confirm employment eligibility.

We unfortunately cannot offer visa sponsorship for this position.

Salary: $40,000/annually