Customer Support Analyst (m/f/d)

This role is a unique opportunity to be a founding member of our 24/7 global "follow-the-sun" support model. We are specifically hiring for or the evening shift aligned with U.S. Central Time to provide critical, real-time support to our key customers during their peak operational hours in Europe.

Based in the Houston area, you will be the expert on duty, ensuring our robotic fleets and customers are successful overnight. This is not a standard 9-to-5. This role is built for a reliable, independent individual who thrives working non-traditional hours. Your mission is to provide world-class technical support while building the processes and documentation that will define our global service excellence.

Please note: This position requires working on a consistent evening schedule (e.g., approximately 4 PM to 12 AM Central Standard Time) and weekends as part of a rotational team.

• Provide Critical Evening Support: Act as the primary support contact during the evening shift (approx. 4 PM - 12 AM Central Standard Time), bridging time zones to provide uninterrupted assistance to customers across Europe, Asia-Pacific, and the Middle East.
• Drive the Customer Support Experience: Manage the inbound support queue through tickets, chat, and other channels by providing expert guidance and troubleshooting for our mobile robot fleets.
• Drive Service Excellence: Implement and refine support processes based on best practices to build a predictable, high-quality, and scalable support system for our global operations.
• Build Our Knowledge Base: Create and maintain clear, effective documentation, FAQs, and troubleshooting guides to empower both our customers and internal teams.
• Champion Continuous Improvement: Analyze support trends from your shift, identify recurring issues, and collaborate with our global teams to propose lasting improvements to our products and processes.

• Proven experience in technical support, IT helpdesk, service desk, or network operations center (NOC) environment.
• Exceptional proficiency in spoken and written English.
• A highly independent and reliable work ethic, with the ability to manage your time and responsibilities effectively without direct supervision during your shift.
• A passion for creating structure and improving processes; you see documentation and best practices as essential.
• Excellent problem-solving skills and a calm, methodical approach to handling urgent technical issues.
• You must be willing and able to work on a consistent evening shift schedule, including weekends and holidays, as part of a rotating team (e.g., approximately 4 PM to 12 AM CT). 
• Located in or near Houston, TX. While the role primarily operates remotely during evening hours, you will be expected to come into the Houston office periodically for team collaboration, training, and alignment.

• Fluency in Spanish is a significant advantage.
• Experience with IT Service Management (ITSM) principles (e.g., ITIL Foundation).
• Experience with helpdesk software (e.g., Zendesk, Jira Service Management)
• Familiarity with robotics, Linux, basic networking concepts, or scripting is a plus.

We believe robots should do the work humans should not—dull, dirty, and dangerous tasks. The robot industry is experiencing rapid growth, powered by AI, cloud computing, 5G networks and falling cost of robot hardware. We envision a transformative decade ahead similar to the arrival of smartphones. With hundreds of thousands and very soon millions of inspections performed across five continents and software trusted by the world's top energy leaders, we’re not just imagining impact—we're delivering it.

We are a team of roboticists, AI experts, and world champions who grew up programming robots and never stopped developing intelligent autonomy software for collaborative mobile robots. With our diverse team of 70+ people from 25+ different countries, our team is uniquely qualified to revolutionize the industry. Our foundation is strengthened by visionary entrepreneurs and committed investors. Additionally, we work closely with notable partners and collaborators such as AWS, Boston Dynamics, DJI, Ericsson, Google, Intel, Microsoft, Mitsubishi, Nokia, Nvidia, SAP and many more. Together, we are committed to shaping the future of robotics.

Are you passionate about robotics and eager to make a difference? Join us and be part of a team that is not just witnessing but actively shaping the future of robotics. Energy Robotics is the place for you. Be at the forefront of this groundbreaking journey!

 

YOUR BENEFITS AT ENERGY ROBOTICS*

Growth & Development

• Annual education budget
• Learn from world-leading robotics experts
• Knowledge-sharing sessions & workshops

Flexibility & Time Off

• Flexible remote work and workation possibilities
• Support for a standing desk for your home office

Wellbeing & Community

• Be part of an international team with over 20 nationalities
• 1:1 sessions with certified psychologists and mental health workshops
• Team events: hackathons, outdoor adventures & more
• Weekly sponsored team lunches

Financial Perks

• Support for public transport costs
• Extra employer contribution to company pension scheme
• Allowance for kindergarten costs possible
• ...and more benefits & discounts

*The specific offer may vary depending on employment type