Service Desk Engineer

At Robot.com, we automate businesses to achieve peak efficiency and productivity, freeing human time for higher-level tasks. We believe that the future will be powered by clean and effective technological solutions, and we are committed to providing low—or no-cost delivery services to everyone. We are a dynamic, fast-paced organization that values collaboration, creativity, and innovation. We are excited to welcome the next generation of tech talent to our team.

About the role: Provide first-line technical support for Robot.com autonomous fleet operations, ensuring rapid incident resolution and maintaining fleet stability. This role strengthens Robot's operational excellence by delivering technical support that keeps our robotics systems running smoothly and enables seamless delivery automation worldwide.

Location: Remote

As a Service Desk Agent a typical day might include the following:

• Receive and track all the issues, incidents, and accidents presented during Robot´s operation. This includes the diagnosis and solving of level-1 technicaproblems, and the remote support to field operations personnel.

• Use internal technical tools to troubleshoot autonomy, video, or connectivity issues.

• Escalate unresolved or complex incidents to Service Desk Engineers or other specialized teams, following predefined communication channels.

• Monitor the ticket queue to ensure timely responses and appropriate categorizations, including the update process of the robot software.

• Maintain clear and collaborative communication with the Operative and Technical Teams.

• Learn and apply company procedures, technical guides, and best practices in real time.

• Contribute to keeping the robot fleet stable by executing documented procedures and support flows.

• Work closely with and act as primary support for both Service Desk Engineer Robotics and Service Desk Engineer Platforms functions.

This job might be the right one for you if:

• Experience with ticketing systems or help desk workflows in technical environments

• Basic Linux CLI navigation and command-line troubleshooting capabilities

• Demonstrated problem-solving experience in hardware/software technical contexts

• English proficiency level B1 or above for clear technical communication

Nice-to-Have:

• Basic Python programming knowledge and Git/Github workflow experience

• Understanding of sensor technologies (LiDAR, cameras, GPS) and communication protocols (Serial, I2C, CAN)

• Previous experience in startup environments or robotics/automation industries

Core Competencies (Soft Skills):

• Problem-solving aptitude - Natural ability to diagnose technical issues methodically and persist through complex troubleshooting scenarios

• Communication excellence - Maintains clear, patient, and kind interactions with both technical teams and field operations personnel

• Documentation discipline - Takes ownership of accurately recording incidents, procedures, and escalations for team knowledge sharing

Education & Certifications:

• Technical degree in Engineering, Computer Science, or related field (3rd semester minimum if currently enrolled).

What we offer you:

As your career progresses, we commit to develop and advance your career. We aim to put together personalized training for every employee through a blend of training that includes:

• Opportunity to join a fast-growing startup and help shape and establish the company’s industry leadership in robotic last-mile delivery.

• Competitive compensation package.

• Targeted in-house training and on-the-job training and experience.

• Tailored coaching.

• Being part of one of the top Tech Start-Ups in Latin America that is operating in the US market.

Robot.com culture & values:

At Robot.com, we believe in creating a dynamic and inclusive work environment that fosters diversity, collaboration, and innovation, while embodying our core values of Being Agile, Acting Resourceful, Thinking Disruptive, Creating Happiness, and Loving through service. We approach challenges with resourcefulness, always considering what is important and urgent, and quickly making decisions to address new situations. We use our creativity and ingenuity to disrupt the status quo and make the ordinary extraordinary, fostering a dynamic and joyful work environment that encourages engagement and creativity. Our actions are guided by our commitment to serving everyone with care, kindness, and fairness, constantly seeking to improve the ways in which we operate.