Technical Support Analyst - Contract to Hire

Simbe Robotics is a leading retail robotics company providing in-store intelligence solutions that help retailers optimize operations, improve shelf execution, and deliver valuable data insights. Our autonomous robots and multi-modal data collection systems are transforming how retailers manage inventory and make data-driven decisions.
This is a contract role with potential to convert to full-time based on performance and business need.

Position Overview
Simbe is seeking a Technical Support Analyst with strong technical depth to investigate and resolve customer issues across our robotic and software systems. This role is a direct contributor. The expectation is to resolve a meaningful share of incoming issues, not route them. You will work with internal diagnostics, telemetry, system logs, and monitoring tools to diagnose problems at their root, and collaborate with Engineering and Operations to close them. As other team members focus on building and improving Simbe's support processes and infrastructure, this role will be a key contributor to the quality and capacity of the support team, helping shape how investigations are run and creating leverage through tooling and documentation. Simbe expects team members to use automation and AI tooling to multiply their impact. We hire people who continuously eliminate manual work through scripting, tooling, and AI-assisted workflows.

Responsibilities
Customer Issue Investigation and Resolution Investigate and resolve incoming customer issues using internal diagnostics, system data, logs, and support tooling. Analyze issues related to robot operation, scan quality, data accuracy, CV pipeline outputs, and system performance. Drive issues through to resolution, not just triage. Technical Troubleshooting Reproduce and analyze reported issues with rigor. Gather relevant data and diagnostic context. Work with Engineering and Operations to resolve issues that require cross-functional input, and provide thorough documentation when escalating. Automation and Workflow Tooling Build scripts, automations, or lightweight tools to accelerate investigation workflows, automate recurring analysis tasks, and reduce manual effort across the support function. Use AI tools and agents as core parts of the investigation and analysis workflow. Pattern Identification and Systemic Issues Identify recurring issues and systemic failure patterns across the customer base. Surface these to Engineering and Product with clear data and context. Contribute to reducing issue recurrence through improved documentation, detection, and escalation. Support Operations and Documentation Contribute to internal support documentation, runbooks, and escalation procedures. Help maintain and improve the operational processes that enable the team to scale. Cross-Team Collaboration Collaborate with Engineering, Product, and Operations in a remote-first environment. Provide detailed investigation context when escalating. Help internal teams understand customer-facing issue patterns.

Qualifications
Bachelor's degree or equivalent practical experience Demonstrated technical troubleshooting ability for hardware, software, or systems Ability to analyze telemetry data, logs, and operational metrics to diagnose root causes Experience using scripting (Python, SQL, bash, or similar) or automation tools to reduce manual work Demonstrated ability to use AI tools and agents to accelerate investigation and analysis workflows Strong analytical thinking and methodical approach to problem-solving Excellent written communication — ability to document clearly and communicate technical findings to non-technical stakeholders Comfortable learning new systems and tooling quickly

Preferred Qualifications
Experience in technical support, customer support, or technical operations Familiarity with Jira Service Management or similar ticketing systems Exposure to robotics, autonomous systems, IoT, or computer vision Experience building internal tooling or workflow automation for support or operations functions Interest in and comfort with AI-assisted tooling as a core part of day-to-day work

What We're Looking For
A technically capable resolver — someone who wants to understand systems deeply and build the tooling to investigate and detect issues faster. The role is not primarily about ticket volume; it is about investigation quality, systemic thinking, and continuous improvement of how Simbe supports its customers.

At Simbe, you will be at the forefront of retail innovation, working with cutting-edge AI and robotics technologies to transform retail operations. Our culture is dynamic, inclusive, and driven by a passion for improving the way retailers operate and serve their customers. Join us to be a part of a team that is not only reshaping the future of retail but also offering immense value to our clients worldwide.
 
Simbe Values: R. E. T. A. I. L.
Result Driven - We are customer-centric and results-driven. We strive to create immense value for our team, partners, customers, and investors. 
Empathetic - We are sensitive and mindful. We support each other in challenging times, both professionally and personally.
Transparent - We highly value open communication internally, and with our partners and customers. We are receptive to feedback.
Agile - We are agile and always eager to learn. We quickly adapt to changes and customer needs.
Innovative - We are bold and innovative, with an intense focus on product design and user experience.
Leaders - We strive for excellence. We are accountable, the best at what we do, and leaders in our field.