Technical Support Analyst - Contract to Hire

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

Investigate and resolve incoming customer issues using internal diagnostics, system data, logs, and support tooling; Reproduce and analyze reported issues with rigor; Build scripts, automations, or lightweight tools to accelerate investigation workflows; Identify recurring issues and systemic failure patterns across the customer base; Contribute to internal support documentation, runbooks, and escalation procedures; Collaborate with Engineering, Product, and Operations in a remote-first environment

Requirements

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

Nice to have

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