Startup Jobs
Post a Job
FORT Robotics

Technical Support Specialist I

Remote

AI overview

Serve as the first line of technical support for advanced wireless control solutions, enhancing safety through quick issue resolution and customer engagement.

In today's dynamic worksites, seamless collaboration between people and machines is essential. FORT's platform ensures safe, secure, and dynamic control that surpasses legacy systems and next-generation AI capabilities.

While autonomous machines offer significant advantages, they also introduce new safety challenges. FORT addresses these concerns by providing solutions such as the Wireless E-Stop, which allows operators to instantly stop any machine from a safe distance, enhancing safety during emergencies.

Additionally, FORT's Safe Remote Control enables operators to manage heavy machinery remotely, reducing the risk of accidents and improving visibility.

By ensuring communications integrity across any network, FORT empowers customers to protect their most valuable assets—people, data, and machines—ensuring they remain safe and secure.

FORT Robotics is seeking a Technical Support Specialist I to serve as the first line of support for our customers using FORT’s safety-rated wireless E-Stop and remote-control solutions. This role owns initial triage, escalation, and resolution of common issues while delivering a customer experience that is responsive, professional, and confidence-inspiring.

You will handle inbound support requests, document and categorize issues, resolve what you can at Level 1, and escalate efficiently when deeper engineering or advanced support is required. You will also help strengthen our support operation through knowledge base contributions, feedback loops, and disciplined ticket hygiene.

This is a remote position that can be based anywhere in the United States. Minimal travel may be requested for onboarding and ongoing team development and training to the FORT headquarters in Philadelphia, PA. 

 

Responsibilities

  • Serve as the first point of contact for customer technical support via email, phone, and web portal.

  • Triage, diagnose, and resolve Level 1 issues involving device setup, pairing/connectivity, configuration, firmware updates, and basic operational questions.

  • Gather required details (logs, photos, environment notes, reproduction steps) to enable 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.

Required 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.

Preferred Qualifications

  • Experience supporting industrial, robotics, warehouse/automation, or safety-related devices.

  • Familiarity with documentation habits: writing KB articles, runbooks, or internal troubleshooting guides.
 FORT Robotics

Join a team that's driven to win and accomplish the impossible!   At FORT, we're not just building smart machines but shaping the future of autonomy. Our game-changing safety and security technology is deployed on vehicles and robots around the world, and this is just the beginning!      We're looking for talented individuals who share our passion for pushing boundaries and achieving what others thought was impossible. From engineering and product to sales and support, every role at FORT is an opportunity to make a real difference.      What sets FORT apart? We think out loud: We foster a culture of open communication and collaboration where everyone's ideas are valued.   We accomplish the impossible: We embrace challenges head-on and work tirelessly to exceed expectations.   We deliver a customer experience worthy of loyalty: We go above and beyond to ensure our customers are not just satisfied, but truly delighted.   But it's not just about the work.   At FORT, we're committed to creating a workplace where everyone feels like they belong. We celebrate diversity and are dedicated to building an inclusive environment where every employee can thrive.     We offer competitive pay, unlimited PTO, healthcare benefits, stock options, and more! Ready to join a team that's changing the world? Apply now and help us build the future of autonomy!

Website LinkedIn
View all jobs
Ace your job interview

Understand the required skills and qualifications, anticipate the questions you may be asked, and study well-prepared answers using our sample responses.

Technical Support Specialist Q&A's
Report this job
Apply for this job