Senior Technical Support Specialist

About the role

Agility's commercially deployed humanoids operate alongside teams in warehouses, manufacturing facilities, and distribution centers-tackling physically demanding and repetitive tasks while enabling workers to focus on higher-value work. With industry-leading safety standards and years of proven deployment data, we're pioneering a new era of automation that enhances human potential.

We are seeking a dedicated and proactive Senior Technical Support Specialist to join our team in Pittsburgh. The ideal candidate will have a strong aptitude for customer interaction, excellent problem-solving skills, and a commitment to ensuring customer satisfaction.

Key Responsibilities

• Lead the response, resolution, and support of complex external and internal customer issues, including serving as an escalation point for high-priority cases. Investigate, analyze, and solve advanced technical or operational issues, requiring deep expertise in Agility's products and services.
• Provide outstanding customer support via phone, email, and other communication channels, while setting best practices and guiding team members on customer engagement standards.
• Manage and lead efforts to assist customers with troubleshooting complex technical issues related to our robotics products and services.
• Work closely with engineering and technical teams to drive timely resolution of complex customer inquiries, ensuring alignment on root cause and long-term fixes.
• Document and track customer interactions and issue resolutions using our ticketing system.
• Collaborate with cross-functional teams to identify recurring issues and implement long-term solutions.
• Follow up with customers to ensure that their issues have been fully resolved and that they are satisfied with the outcome.
• Proactively identify opportunities to improve our products and services based on customer feedback.

Qualifications

• Bachelor's degree or equivalent experience required.
• Strong interpersonal and communication skills, with the ability to effectively interact with customers of all technical backgrounds.
• Excellent problem-solving abilities and a proactive approach to issue resolution.
• Exceptional attention to detail and organizational skills.
• Ability to work independently and prioritize tasks in a fast-paced environment.
• Previous experience in customer support or a related field is a plus, but not required.
• Passion for robotics and technology is highly desirable

This is an onsite position at our Salem office.

Pay and benefits

The final salary offered to a successful candidate will be dependent on several factors that may include but are not limited to: job-related knowledge, skills, and experience. Agility Robotics is a multi-state employer and this salary range may not reflect positions who work in other locations. These ranges may be modified in the future.

Anticipated Base Salary Range $88,000 - $114,000 USD

In addition to base pay, our competitive total rewards package consists of the following for full-time employees:

• 401(k) Plan: Includes a 6% company match.
• Equity: Company stock options.
• Insurance Coverage: 100% company-paid medical, dental, vision, and short/long-term disability insurance for employees.
• Benefit Start Date: Eligible for benefits on your first day of employment.
• Well-Being Support: Employee Assistance Program (EAP).
• Time Off:
• Exempt Employees: Flexible, unlimited PTO and 12 company holidays, including a winter shutdown.
• Non-Exempt Employees: 10 vacation days, paid sick leave, and 12 company holidays, including a winter shutdown, annually.
• On-Site Perks: Catered lunches four times a week and a variety of healthy snacks and refreshments at our Salem and Pittsburgh locations.
• Parental Leave: Generous paid parental leave programs.
• Work Environment: A culture that supports flexible work arrangements.
• Growth Opportunities: Professional development and tuition reimbursement programs.
• Relocation Assistance: Provided for eligible roles.
• Annual Discretionary Bonus: Provided for eligible roles.

All of our roles are U.S.-based. Applicants must have current authorization to work in the United States.

Agility Robotics does not accept unsolicited referrals from third-party recruiting agencies. We prioritize direct applicants and encourage all qualified candidates to apply directly through our careers page. If you are represented by a third party, your application may not be considered. To ensure full consideration, please apply directly.