[Hiring] Technical Support Specialist I @FORT Robotics

Role Description

This role involves serving as the first line of support for our customers using FORT’s safety-rated wireless E-Stop and remote-control solutions.

• Handle inbound support requests via email, phone, and web portal.
• Triage, diagnose, and resolve Level 1 issues involving:
  • Device setup
  • Pairing/connectivity
  • Configuration
  • Firmware updates
  • Basic operational questions
• Gather required details (logs, photos, environment notes, reproduction steps) for fast resolution and clean escalation.
• Provide clear customer-facing guidance with concise steps, expected outcomes, and follow-up checkpoints.
• Manage case lifecycle: accurate notes, customer updates, prioritization, and timely closure aligned to internal SLAs.
• Validate symptoms vs. expected behavior using internal playbooks and known-issue documentation.
• Identify safety-critical indicators and ensure immediate routing per internal escalation rules.
• Coordinate with internal teams to ensure smooth handoffs and maintain customer communication during the process.

Qualifications

• 1–3 years of experience in technical customer support, help desk, field support coordination, or customer-facing technical roles (hardware or industrial tech preferred).
• Strong written communication: able to turn technical steps into customer-friendly instructions.
• Experience working in a ticketing/CRM system (Salesforce, Zendesk, Jira Service Management, etc.).
• Ability to manage multiple cases concurrently while maintaining quality and responsiveness.

Requirements

• Experience supporting industrial, robotics, warehouse/automation, or safety-related devices (preferred).
• Familiarity with documentation habits: writing KB articles, runbooks, or internal troubleshooting guides (preferred).

Company Description