Robot Support Specialist

ABOUT TUTOR We believe robots are the biggest lever we have to making the physical world a better, more affordable place. But robots are a rounding error in our society: nearly nine out of ten American factories and warehouses don’t even have a single robot, and robots have yet to make their way into our homes or places of business. Tutor Intelligence is changing that. Tutor is a robotics research and deployment company, building generally capable robot hardware and artificial intelligence to enable robots to go where no robots have gone before. Sonny https://tutorintelligence.com/sonny is a semi-humanoid robot with frontier dexterity approaching the human form. Cassie https://tutorintelligence.com/cassie does back-breaking work, moving boxes, pallets, and bulk goods for businesses from family-owned manufacturers to some of the largest brands in the world. Tutor robots are manufactured at scale and operate as a network, combining the whole fleet’s learned experience to train ever more capable robot artificial intelligence. Founded at MIT and headquartered in Watertown, MA, our team is full stack: we design and manufacture robot hardware, train our own models, work directly with the smallest and largest end-customers, and maintain our fleet across the United States. We’re a team of researchers, engineers, technicians, operators, and sellers who love building things and solving hard problems. Our mission is grand: robots everywhere, for the common good, raising the standard of living across North America, and then the world. The Role As a Robot Support Specialist, you'll be at the center of our operation, combining hands-on technical troubleshooting with top-notch customer support. You'll solve technical challenges, be a trusted resource for our customers, and work alongside our engineering team to make our robots even better. This role is a great fit for someone who loves solving problems, enjoys helping people, and wants to grow with a fast-moving robotics company. Responsibilities - - Provide technical customer support for our robot fleet, diagnosing and resolving issues in real time. - Answer inbound customer support calls, delivering friendly, professional service and keeping customers informed until their issue is resolved. - Take ownership of complex, escalated technical issues and drive them through to resolution. - Follow structured troubleshooting playbooks to resolve robot issues consistently and efficiently. - Monitor robot performance and behavior, identifying issues, inconsistencies, or unexpected outcomes before they impact customers. - Communicate clearly with customers, engineers, and managers about blockers, recurring issues, and improvement opportunities. - Participate in a continuous feedback loop, contributing to peer reviews, playbook updates, and tooling and process improvements. - Document customer issues and resolutions thoroughly to ensure smooth handoffs across our 24/7 shifts. Adapt quickly to evolving workflows and tooling as our products and support operation grow. What We’re Looking For - - 3+ years of experience in technical support, customer support, IT help desk, field service, or another hands-on troubleshooting role. - A curious, methodical approach to solving technical problems. - Clear, calm communication, both on the phone and in writing. - Comfort picking up new software tools quickly. - Dependable and accountable, with the flexibility to work scheduled shifts, including weekends and holidays, in support of our 24/7 operation. Schedule - This role is shift-based and requires regular weekend coverage. - Shift 1: 7am – 3:30pm - Shift 2: 3pm – 11pm - Shift 3: 11pm – 7am (Overnight) - You may be scheduled for weekend and holiday shifts when coverage is needed, with holiday shifts paid at 1.5x. Fully in-person in Watertown, MA, with parking onsite. Benefits - We take care of our team so they can do their best work. At Tutor, you’ll get: - Fully employer-covered health insurance, so you’re protected without the premium. - A managed 401(k) to help you plan for the future. - Generous time off: unlimited PTO and all federal holidays off for full-time salaried employees, and 16+ days of accrued paid time off plus 1.5x pay on federal holidays for hourly employees. - Regular in-office meals and team social events throughout the year. We're a fast-growing team, and this role is a chance to grow with us. If you like solving problems and helping people, we'd love to hear from you. Why Tutor? Whether you're designing robots, closing deals, running deployments, or creating the processes that help us scale, your work doesn't sit on a shelf. It shows up on real production floors, making physical work safer and more affordable. Our team of 160+ is driven by curiosity and a genuine love of building. Everyone here takes real ownership, learns fast, and holds a high bar while having each other's backs. If you love hard problems and creating things that didn't exist before, you'll fit right in. As Tutor grows, so will our benefits. We're continuing to invest in ways to support our team at work and beyond. Tutor Intelligence is an equal opportunity employer and welcomes applicants from all backgrounds.