Example Company
Software engineer
- Location
- San Francisco
- Type
- Full time
- Compensation
- $150k-$200k
- Posted
- 2 days ago
Join a team building useful software. Work closely with engineering and design to turn new ideas into products.
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Technical Support Engineer
- Location
- Mountain View
- Type
- Full time
- Posted
- 1Y AGO
About the role
Overview:
We are hiring for a fast-growing, VC-backed Bay Area robotics startup! This team is looking for a Technical Support Engineer to join a team of 17 top researchers and engineers from Tesla, Stanford and DeepMind to help create an advanced home robot that can seamlessly integrate into daily life. If you want to work on the forefront of robotics innovation and be part of building the next generation of intelligent home automation, we'd love to hear from you!
We're seeking a Technical Support Engineer to build and lead our support operations from the ground up. This is a high-ownership role perfect for someone who thrives in a startup environment and wants to make a significant impact on user experience and operational efficiency.
Key Responsibilities:
- Technical Triage & Problem Solving: Systematically troubleshoot complex issues spanning hardware, software, and hybrid technology stacks involving Meta Quest headsets and proprietary equipment
- Cross-Functional Communication: Serve as the key liaison between hardware teams, software engineering, operations, and non-technical users
- Support System Development: Build and implement support processes, knowledge bases, and chatbot integration to scale customer support
- Issue Analysis & Reporting: Provide detailed insights to internal teams on hardware failure rates, software bugs, user errors, and onboarding challenges
- Documentation: Create comprehensive technical documentation and user-friendly help articles
What You'll Be Supporting:
- Hybrid hardware/software platform combining Meta Quest VR headsets with custom-built proprietary technology
- Distributed workforce of data trainers across multiple locations
- Mix of technical issues (app crashes, device failures, sensor problems) and user experience challenges
- Both vendor-managed and in-house manufactured components
Requirements:
- Technical Aptitude: Strong troubleshooting skills with ability to distinguish between hardware vs. software vs. user error issues
- Communication Excellence: Proven ability to communicate effectively with both technical and non-technical stakeholders
- Customer Service Experience: Background in technical support or customer service roles with frustrated users
- Startup Mindset: High ownership mentality with ability to build processes and systems from scratch
- Documentation Skills: Technical writing experience preferred
- Availability: Must be available for in-office work 5 days/week in the Bay Area with ability to establish weekend coverage systems
Nice to Have:
- Experience with VR/AR technologies or Meta Quest platforms
- Background in hardware/software integration support
- Previous experience building support operations at scale
- Familiarity with support ticketing systems and knowledge base platforms
- Experience managing remote or distributed teams
What We Offer:
- Competitive compensation (range flexible based on experience and skills)
- Opportunity to build and own support operations from the ground up
- Work directly with hardware and software engineering teams from top-tier companies
- High-growth environment with significant career advancement potential
- Full-time, on-site position with comprehensive benefits
Work Environment:
This role requires significant in-office presence to work hands-on with hardware, collaborate closely with engineering teams, and reproduce user issues. You'll be building systems for 24/7 coverage while establishing the foundation for a scalable support organization.
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