Posted 3 months ago

Robotic Operations Support Specialist

Charlestown, MAOn-siteFull-time

AI Summary

Robotic Operations Support Specialist manages night/shoulder shift technical support for robotic unload systems, performs real-time troubleshooting, remote monitoring, and field deployments while coordinating with cross-functional teams.

About this role

About this role:

Pickle Robot is looking for a Robotic Operations Support Specialist to join our fast-growing team on a night/shoulder shift. You'll serve as frontline support for our robotic unload systems deployed in logistics warehouses across the U.S., ensuring they run smoothly during evening operations and customers are supported with confidence.

This is a night/shoulder shift position based in Boston, MA, with hours likely 2 PM–10 PM or 4 PM–12 AM.

This role sits at the intersection of engineering, product, and customer operations. You'll work with cross-functional teams—including Hardware & Software Engineering, Product Management, and Go-to-Market—to identify, resolve, and prevent field issues while feeding real-world insight back into the product development cycle.

You'll be known to our customers as a trusted partner during critical operational hours and to our engineering team as "ground truth" from the field. If you're a fast learner, an independent thinker, and thrive in dynamic environments, this is your chance to make a significant impact.

Responsibilities:

Initial Field Training: 2 weeks in HQ, 2 weeks in the field: Participate in on-site deployment operations and system commissioning to gain a deep understanding of our robotic truck unload platform, as well as our customer stakeholder landscape.

Remote Monitoring & Support (Night/Shoulder Shift): Track fleet performance using telemetry and logging dashboards during evening and overnight hours when warehouse operations are most active.

Identify and flag potential issues before they escalate during peak customer operational periods.

Real-Time Troubleshooting: Diagnose and resolve issues across software, electrical, and mechanical components

Provide live support for customer stakeholders and internal teams during night/shoulder shift hours.

Cross-Team Communication: Manage support cases via phone, video, and written updates.

Log findings, resolution steps, and maintain clear follow-up loops with day shift teams.

Technical Investigations: Triage issues that span across disciplines and escalate effectively.

Guide field teams through on-site troubleshooting and retrofits.

Process Refinement: Identify and help close gaps in tooling, workflows, and documentation.

Hardware Maintenance: Perform scheduled and ad hoc maintenance on robotic arms, conveyors, and electrical components.

Skills:

1–3 years working with robotic, automated systems, or industrial equipment in production or logistics environments.

Comfortable working night/shoulder shifts (2 PM–10 PM or 4 PM–12 AM schedule)

Experience in a customer-facing or technical support role is a plus

Software: Familiar with CLI tools (e.g., ssh), interpreting logs, and system telemetry

Electrical: Basic knowledge of industrial robotics, PLCs, sensors, wiring, and protocols

Mechanical: Experience with electromechanical subsystems and field repair workflowsStrong communicator across both technical and non-technical stakeholders

Capable of building trust with both customers and engineering teams

Self-directed and comfortable working independently during non-standard hours

Preferred Skills:

Fluent in Spanish

Familiarity with tools like Jira, Freshdesk, or related systems

Interest in process improvement and documentation

Calm under pressure; curious and proactive

Adaptable in fast-paced environments

Customer-first mindset

Experience working night shifts or non-traditional hours

Physically capable of lifting and moving up to 50 lbs.

Willingness to work in hot/cold and uncomfortable conditions (warehouses are often not climate-controlled).

Valid driver's license and clean driving record.

Location & Travel:

Based in Boston, MA (Cambridge or Charlestown preferred)

Night/shoulder shift hours: likely 2 PM–10 PM or 4 PM–12 AM Willing and able to travel 10–20% of the time to customer locations across the U.S.

Skills

CLI Tools (ssh)Communication With CustomersConveyorsElectromechanical SubsystemsField Repair WorkflowsFreshdeskHardware MaintenanceIndustrial RoboticsJiraPLCsRobotic ArmsSensorsSystem LogsTelemetryTroubleshooting Across Software/electrical/mechanicalWiring

Robotic Operations Support Specialist

About this role

Responsibilities:

Skills:

Skills

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