Customer Support Analyst

ABOUT THIS POSITION

This role is a unique opportunity to be a founding member of our 24/7 global "follow-the-sun" support model. We are specifically hiring for the evening shift aligned with U.S. Central Time to provide critical, real-time support to our key customers during their peak operational hours in Europe.

Based in the Houston area, you will be the expert on duty, ensuring our robotic fleets and customers are successful overnight. This is not a standard 9-to-5. This role is built for a reliable, independent individual who thrives working non-traditional hours.

Your mission is to provide world-class technical support while building the processes and documentation that will define our global service excellence.

• Provide Critical Evening Support:
  Act as the primary support contact during the evening shift (approx. 4 PM - 12 AM Central Standard Time), bridging time zones to provide uninterrupted assistance to customers across Europe, Asia-Pacific, and the Middle East.
• Drivethe Customer Support
  
  Experience:
  
  Manage the inbound support queue through tickets, chat, and otherchannelsbyprovidingexpertguidance and troubleshooting for our mobile robot fleets.
• Drive Service Excellence:
  Implement andrefinesupport processesbasedonbest practices to build a predictable, high-quality, and scalable support system for our global operations.
• Build Our Knowledge Base:
  Create andmaintainclear, effective documentation, FAQs, and troubleshooting guides to empower both our customers and internal teams.
• Champion Continuous Improvement:
  Analyze support trends from your shift, identify recurring issues, and collaborate with our global teams to propose lasting improvements to our products and processes.

• Proven experience in technical support, IT helpdesk, service desk, or network operations center (NOC) environment.
• Exceptional proficiency in spoken and written English.
• Ahighlyindependentand reliableworkethic,withtheabilitytomanageyourtime andresponsibilitieseffectivelywithoutdirectsupervisionduringyourshift.
• Apassionforcreatingstructureandimprovingprocesses;youseedocumentationandbestpracticesasessential.
• Excellent problem-solving skills and a calm, methodical approach to handling urgent technical issues.
• You must be willing and able to work on a consistent evening shift schedule, including weekends and holidays, as part of a rotating team (e.g., approximately 4 PM to 12 AM CT).
• Located in or near Houston, TX. While the role primarily operates remotely during evening hours, you will be expected to come into the Houston office periodically for team collaboration, training, and alignment.

• Fluency in Spanish is a significant advantage.
• Experience with
  
  IT Service Management (ITSM) principles(e.g., ITILFoundation).
• Experiencewithhelpdesksoftware(e.g.,Zendesk, Jira Service Management).
• Familiarity with robotics, Linux, basic networking concepts, or scripting is a plus.