Technical Support Specialist I

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.
  

• 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.
  

• Experience supporting industrial, robotics, warehouse/automation, or safety-related devices.
  
• Familiarity with documentation habits: writing KB articles, runbooks, or internal troubleshooting guides.