Robotics Support Specialist - Newark - Dusty Robotics

    Dusty Robotics
    Dusty Robotics Newark

    1 week ago

    Description
    About Dusty Robotics
    Dusty Robotics is building the future of construction with robotics that bring digital precision to the field. Our customers rely on us to keep their projects running smoothly, and the Support team plays a critical role in making that happen.
    Role Overview
    We're looking for a Support Specialist with deep robotics or hardware troubleshooting experience - someone who understands how mechanical, electrical, and software systems come together in the field. You'll work directly with customers and field teams to identify, isolate, and resolve issues across Dusty's robotic systems. This role sits at the intersection of hardware, software, and field operations, and is ideal for someone who enjoys hands-on problem-solving, thrives in ambiguity, and can lead support initiatives that strengthen reliability and customer satisfaction across the company.
    What You'll Do
    • Troubleshoot robotic hardware, including sensors, motors, and embedded components.
    • Guide customers through diagnosing mechanical, electrical, and connectivity issues in the field.
    • Use tools such as SSH and system logs to perform advanced diagnostics.
    • Collaborate with Product and Engineering to reproduce failures, collect debug data, and validate fixes.
    • Track recurring issues and contribute to reliability improvement initiatives.
    • Lead and implement support process improvements, tools, and initiatives that enhance response times, case quality, and customer experience.
    • Maintain clear, detailed case notes and communicate effectively with both customers and internal teams.
    • Develop and maintain internal documentation, knowledge base articles, and troubleshooting resources.
    • Participate in an on-call rotation for urgent customer issues.
    What We're Looking For
    • 4+ years of hands-on experience supporting robotics, industrial equipment, hardware systems, or related devices.
    • Strong diagnostic and troubleshooting skills across mechanical, electrical, and firmware domains.
    • Proficiency using command-line tools, SSH, and log analysis for root-cause investigation.
    • Experience with Linux environments and/or embedded systems is a plus.
    • Excellent communication and organizational skills - able to structure updates clearly, manage competing priorities, and deliver concise technical summaries.
    • Thrives in a fast-paced startup environment and can work independently with minimal direction.
    • Flexible schedule; willing to support field teams in varying time zones when needed.
    • Experience with Salesforce, Jira, and Zendesk for case management, documentation, and cross-team collaboration is required.
    Why Join Us
    • Work directly with cutting-edge construction robotics in real-world environments.
    • Collaborate closely with engineers designing the next generation of hardware.
    • Lead initiatives that shape the future of customer support at Dusty Robotics.
    • Make a measurable impact on customer uptime and product reliability.
    • Be part of a small, fast-moving team redefining how the world builds.
    Why You Should Join:
    In joining our team, you'll become an important part of a small and fast-growing company. We are daring to accomplish something big, do you want to be a critical part of Dusty's success? We are deeply committed to our mission, and we believe in removing roadblocks that distract us from reaching our goals.
    To that end, we offer an unlimited vacation policy, a 401k with employer match, reasonable work hours, and flexible schedules. We know that our best work happens when we feel well-rested and capable of focusing all of our energy on making Dusty successful
    Strong, effective teams are composed of people with a diverse set of backgrounds and experiences who bring a variety of perspectives to their work. We actively encourage applications from a diverse pool, including those from historically under-represented groups such as women, people of color, people who identify LGBTQ, people with disabilities, and immigrants.
    Our Code of Conduct:
    Dusty Robotics exists to serve a wide variety of customers from all walks of life. We believe that our mission is best served in an environment that is friendly, safe, accepting, and free of intimidation or harassment. We do not tolerate abusive behavior.

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