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FieldAI

Posted 13 months ago

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4.6 Technical Support Specialist (Location - Japan)

ToykoRemoteFull-time

AI Summary

Technical Support Specialist provides frontline support for robotic systems, diagnosing and resolving hardware, firmware, and software issues, and guiding customers through onboarding and best practices.

About this role

Field AI is transforming how robots interact with the real world. We are building risk-aware, reliable, and field-ready AI systems that address the most complex challenges in robotics, unlocking the full potential of embodied intelligence. We go beyond typical data-driven approaches or pure transformer-based architectures, and are charting a new course, with already-globally-deployed solutions delivering real-world results and rapidly improving models through real-field applications.

We're looking for a Technical Support Specialist with a passion for robotics and problem-solving. You’ll be a key partner to our customers, helping them get the most out of cutting-edge robotic systems. You’ll work closely with our engineering and product teams, dive deep into technical challenges, and be the voice of the user in shaping our technology. If you are enthusiastic about advanced hardware and software systems and take pride in helping users navigate complex technologies with ease, this position offers a meaningful opportunity to make a direct impact.

What You Will Get to Do

  • Be the first point of contact for customers experiencing technical issues with our robotics systems, providing prompt and professional support via email, phone, and ticketing platforms.
  • Diagnose and resolve a wide range of issues, including mechanical, electrical, firmware, and software-related problems.
  • Collaborate with engineering and product teams to replicate, document, and escalate unresolved technical issues.
  • Develop and maintain support documentation including FAQs, troubleshooting guides, and knowledge base articles.
  • Guide customers through onboarding processes and train users on system setup, maintenance, and best practices.
  • Continuously monitor system performance data and provide proactive support for recurring issues.
  • Contribute to the improvement of internal support processes and tools, ensuring a seamless customer experience.
  • Provide onsite support or operational assistance when required.

    • What You Have

  • A Bachelor’s degree in Robotics, Mechatronics, Electrical Engineering, Computer Science, or a related technical field.
  • 3 years of hands-on experience in technical support, systems integration, or field engineering—ideally within robotics, automation, or industrial machinery domains.
  • Solid understanding of robotics fundamentals—sensors, actuators, controllers, embedded systems, and communication protocols.
  • Familiarity with tools like Linux, Python and/or C++, and ROS (Robot Operating System).
  • Strong analytical and problem-solving skills with a knack for debugging complex systems.
  • Excellent communication and interpersonal skills with a customer-first mindset.
  • Bilingual proficiency in English and Japanese, with the ability to provide clear, accurate, and culturally aware support to diverse customer bases.

    • What Will Set You Apart

  • Experience working with collaborative robots, autonomous mobile robots, or industrial robotic arms.
  • Familiarity with cloud-based remote support tools, IoT platforms, or robotic fleet management dashboards.
  • Prior experience writing or contributing to technical documentation or training material.
  • Ability to thrive in fast-paced, cross-functional environments and juggle multiple priorities without losing focus on the customer.

    • Skills

    ActuatorsC++Cloud-based Remote Support ToolsCommunication ProtocolsControllersDocumentationEmbedded SystemsIoT PlatformsKnowledge BaseLinuxOnboardingPythonRemote DiagnosticsRobot Fleet Management DashboardsROS (Robot Operating System)SensorsTicketing SystemsTroubleshooting

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