Full-Time, Second Shift | Global Services and Support | Austin, TX (On-Site)

JOB SUMMARY

As a Global Fleet Operations Specialist, you are the first responder and operational backbone for our global fleet. Global Fleet Operations is the eyes and ears of the Global Services & Support (GSS) organization, our version of Mission Control, actively monitoring fleet performance, managing incoming case queues, diagnosing and triaging Level 1 technical challenges, and coordinating support for our service and repair teams. If you love solving complex puzzles, possess a knack for meticulous organization, are a cross-functional collaborator, and want to play a critical role on the front lines of the humanoid robotics industry, this role is your launching pad.

The GSS Mindset

In Global Services & Support, we don’t just "fix things". We deliver confidence, at scale.

• Customer-First Obsession: You don’t just resolve tasks; you prioritize the human experience. Every build, fix, or workflow is measured by its impact on the people who rely on our technology.
• The Ultimate Partner: You are a collaborator at your core. You act as the essential bridge between the "messy reality" of the field and our internal ambitions, building trust across departments to ensure a unified effort.
• Operational Evolution: You don't just follow a process; you own it. You find joy in creating order where none exists and possess the discipline to constantly "improve the system."
• Dynamic Adaptability: You thrive in a "small-team" environment. You are a true team player who is comfortable wearing multiple hats and navigating fast-paced change with patience and a relentless focus on the solution. We are the shepherds of chaos.
• The Culture Catalyst: You are the person everyone wants on their project team. You bring a "solution-first" energy to every interaction, acting as a cultural ambassador who elevates the morale and standards of those around you. You understand that how we work together is just as important as the work itself.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Fleet Monitoring, Level 1 Triage & Service Coordination

• First Line of Defense & Triage: Actively monitor live fleet alerts and incoming case queues via Salesforce. Perform initial Level 1 diagnostic analysis on reported anomalies using internal software tools to resolve issues directly, whenever possible.
• Service Administration & Case Management: Own end-to-end case tracking, ensuring every ticket is properly categorized, populated with accurate metadata, and managed through its complete lifecycle to maintain data integrity and improve fleet MTTR (Mean Time to Repair/Resolve).
• Work Order & Dispatch Coordination: Coordinate service requests and dispatch workflows for service teams, ensuring clear handoffs, accurate customer/fleet details, and timely execution against operational SLAs.
• Actionable Escalations & Package Context: For complex hardware or software faults exceeding Level 1 scope, compile diagnostic context, logs, and system states into standardized escalation packages before routing to Tier 2/3 service leads or engineering teams.

Cross-Functional Communication & Operational Continuity

• Operational Alignment: Act as “Mission Control” for GSS. You are the entry point for all customers, both internal and external. You are responsible for driving rapid issue resolution, maintaining fleet availability, and ensuring alignment across teams—keeping all stakeholders and customers informed as we progress towards resolution, escalating as needed.
• Shift Readiness & Handoffs: Drive seamless shift handovers and status reports to guarantee continuous, uninterrupted coverage and zero drop-off in active incident tracking as global operations scale.

EDUCATION and/or EXPERIENCE:

• Experience: 1+ years of professional experience in technical support, IT helpdesk, fleet monitoring, or technical operations.
• Systems & Tech Savvy: Working knowledge of Salesforce or modern ticketing/CRM platforms (e.g., Jira, Zendesk, ServiceNow).
• Technical Aptitude: Familiarity with or eagerness to learn basic Linux command-line tools and diagnostic interfaces.
• Communication: Exceptional written and verbal communication skills; ability to articulate complex technical issues concisely to engineering teams.
• Education: High School Diploma or equivalent required.

LOGISTICS AND OPERATIONAL EXPECTATIONS:

Schedule & Flexibility: Work schedules require operational flexibility based on business needs. As our operations scale toward 24/7 global coverage, candidates must be willing and open to transitioning to rotating shifts, including nights and weekends.

SKILLS AND REQUIREMENTS:

• Prior experience working with robotics, hardware systems, complex electromechanical setups, or in a high-growth startup environment, preferred.
• Familiarity with remote desktop, terminal tools, or telemetry data tools, preferred.

PHYSICAL REQUIREMENTS:

• Prolonged periods of sitting at a desk and working on a computer
• Must be able to lift 30 pounds at times
• Must be able to stand and walk on manufacturing floors for extended periods during supplier visits
• Vision to read printed materials, a computer screen, and inspect parts and assemblies
• Hearing and speech to communicate

WORK ENVIRONMENT On-site role based in Austin, Texas - 11701 Stonehollow Dr, Suite 150, Austin, TX 78758