# Tier 1 Support Technician (Remote)

**Company:** [Prime Robotics](https://jobs.workable.com/companies/xz9umePtYw3hf1xWx3xwv9.md)
**Location:** Remote
**Workplace:** remote
**Employment type:** Full-time

[Apply for this job](https://jobs.workable.com/view/291f11cc-6999-4ac0-94c2-55bc49185708)

## Description

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 are revolutionizing how logistics work.

The Tier 1 Support Technician (Remote) troubleshoots and resolves customer issues with our robotics systems. You’ll also own a big piece of our documentation: turning what we learn into knowledge base articles and procedures the whole team can use. You'll work with both our US and China engineering teams. This is a remote position with room to grow!

Current schedule for this position is Monday through Friday from 11a to 8p Mountain Time (with a 1 hour lunch), with occasional weekends on-call. Work schedules and hours are subject to change based on evolving business and operational needs. Candidates in any US time zone are welcome to apply. This is an hourly position.

**Responsibilities**

-   Provide technical support for our robot fleet, including AMRs, AGVs, and robotic arms.
-   Document and escalate complex issues with detailed logs and clear notes.
-   Communicate clearly with customers during outages and high-pressure situations.
-   Write and maintain knowledge base articles from resolved issues.
-   Turn repeat problems into clear, step-by-step procedures.

Responsibilities may evolve or change based on business and operational needs. The employee may also be assigned other duties as reasonably required by the company.

## Requirements

-   2+ years in technical support, help desk, or customer-facing troubleshooting.
-   Business-fluent English.
-   Eligible to work in the United States.
-   Available to work Monday through Friday, 11:00 a.m. to 8:00 p.m. Mountain Time.
-   Comfortable with Microsoft Teams and Microsoft Office.
-   Reliable internet and a quiet workspace.
-   Strong writing skills. You will be writing support tickets, knowledge base articles, and procedures. Must be able to explain a technical fix at a customer level.
-   Calm and clear under pressure when a customer’s operation is down.
-   Familiarity with command-line Linux is a plus.

## Benefits

We value our team members and offer meaningful benefits:

-   Employer-subsidized medical, dental, and vision insurance plans to support your health and wellbeing
-   Health Savings Account (HSA) and Flexible Spending Account (FSA) options for eligible employees
-   401(k) retirement savings plan
-   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 Equal Employment Opportunity Employer (EEOE), 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 the U.S. Department of Homeland Security and Social Security Administration records to confirm employment eligibility.

**We unfortunately cannot offer visa sponsorship for this position.**

**Compensation: 43,680-50,000 USD/year**