Robotic Operations Support Specialist
Charlestown, MA
Product Operations /
Full-Time /
On-site
About this Role:
Pickle Robot is looking for a Robotic Operations Support Specialist to join our fast-growing team. You'll serve as frontline support for our robotic unload systems deployed in logistics warehouses across the U.S., ensuring they run smoothly and customers are supported promptly with care and empathy.
This role sits at the intersection of engineering, product, and customer operations. You’ll work across functional domains, including Hardware & Software Engineering, Product Management, and Go-to-Market—to identify, resolve, and prevent field issues while feeding real-world insight back into the product development cycle.
You naturally build alliances and can seamlessly integrate across a wide range of domains and technical backgrounds: our customers will come to know you as a reliable and trusted ally, and the engineering and development teams will view your input as the “Ground Truth”.
The ideal candidate will be able to grow with the company and take on additional leadership roles over time. You will have a variety of responsibilities across customer & robotic operations support, developing and refining processes, and providing input to design and engineering teams on product development.
If you're a fast learner, independent thinker, and thrive in dynamic environments, this is your chance to make a significant impact.
What You’ll Accomplish:
- Initial Field Training: 2 weeks in HQ, 2 weeks in the field
- Participate in on-site deployment operations and system commissioning to gain a deep understanding of our robotic truck unload platform, as well as our customer stakeholder landscape.
- Learn the end-to-end robotic truck unload system and customer workflows
- Remote Monitoring & Support: Track fleet performance using telemetry and logging dashboards. Identify and flag potential issues as or before they arise.
- Real-Time Troubleshooting: Diagnose and resolve issues across software, electrical, and mechanical components in live operational contexts.
- Provide live support for customer stakeholders and internal teams.
- Provide guidance when needed on field repairs and retrofits.
- Cross-Team Communication: Manage support cases via phone, video, and written communications.
- Resolving in the moment issues, working with customers to identify and implement mitigations to operational disruptions.
- Maintain ownership of follow-up communications both internally and externally, including logging and documenting your findings and resolution steps.
- Multidisciplinary Issue Investigations: Troubleshoot seamlessly between software and electromechanical domains, utilizing a suite of remote tooling to guide your investigations.
- Manage customer communications and internal escalations surrounding issues as they arise, ensuring timely and satisfactory resolution.
- Process Refinement: Identify and help close gaps in tooling, workflows, and documentation
- Hardware Maintenance: Perform scheduled and ad hoc maintenance on components of our systems including robotic arms, conveyors, and electrical components
Who You Are:
- 2–5 years operating, maintaining, or supporting robotic or automated systems in production environments.
- At least 1-2 years in direct customer-facing roles.
- Empathy and Communication: You are able to stay calm under pressure, actively listen to customer and team needs, and clearly explain complex issues resolutions to internal technical audiences as well as external customer stakeholders.
- Keen interest in process improvement and documentation.
- Calm under pressure, both curious and proactive.
- Adaptable in fast-paced environmentsCustomer-first mindset.
- Software: Familiar with CLI tools, system debugging outputs, and monitoring of deployed robotics systems through multi-channel telemetry and logging.
- Electrical: Knowledge of industrial robotics, PLCs, safety-rated sensors, and electrical communication protocols.
- Mechanical: Experience with electromechanical subsystems and field repair workflows, BOMs and inventory systems.
- Strong communicator across both technical and non-technical stakeholders.
- Capable of building trust with both customers and engineering teams.
- Spanish language proficiency is extremely valuable.
- Based in the Greater Boston area.
- Willing and able to work from our offices located in Cambridge, MA and Charlestown, MA five days per week.
- Willing and able to travel 10–20% of the time to customer locations across the U.S.
Required Skills:
Location & Travel Requirement:
About Pickle Robot
Pickle Robot is a pioneer in Physical AI for supply chain applications. Today Pickle robots autonomously unload trucks, trailers, and import containers at human-scale or better performance. The alternative is manual work that is difficult, dirty, sometimes dangerous, and increasingly hard to staff at distribution centers around the globe. Pickle Robot is laser focused on automating truck unloading using generative AI, machine learning, computer vision, advanced sensors, and industrial robotics to deliver engineered products customers rely on. Pickle Robot Unload Systems work alongside people on loading docks to make the work safer, faster, and more efficient. Pickle robots are physical AI that unload trucks.
Pickle provides best-in-class benefits including health, dental, & vision insurance; unlimited vacation, along with all federal and state holidays; 401K contributions of 5% your salary, travel supplies, and other items to make your working life more fun, comfortable, and productive.
