Technical Customer Support

You'll be the first person a customer talks to when their OpenARM or OpenYAM devkit isn't behaving — and the reason our engineering team isn't fielding the same setup question for the fifth time this week.

Anvil is building the platform layer for Physical AI — robotics hardware and software that's radically more accessible than legacy industrial solutions. In our first 12 months we built and shipped 200+ robots — OpenARM and OpenYAM manipulators, Linux Devboxes, and teleop kits — to customers in 60+ countries, off a manufacturing line we own and operate ourselves. The customer list runs from NVIDIA, Qualcomm, Toyota, and Google to a couple dozen YC-backed robotics startups, with the researchers who define robot learning in between — and the strongest signal in it is repeat buying: ITRI, Taiwan's national research institute, has ordered six separate times. Customers come back when the whole experience works, and support is where that experience lives. It compounds, too: devkits are our wedge into next-generation robots sold to this same install base, so today's well-supported devkit customer is tomorrow's robot buyer. Software and remote operations run out of Trinidad and Tobago; hardware R&D and manufacturing happen in Taipei. This role can sit with either team — Taipei or Trinidad — in person.

The situation you're walking into:

• Customers are paying $5K–$14K for a devkit that needs to work — but setup spans hardware assembly, CAN-bus comms, teleop pairing/calibration, and a ROS2/LeRobot software stack. Plenty of surface area for something to go sideways.

• Our customers are usually engineers or researchers themselves. They're technical — just not technical on our specific stack — which makes support here look more like peer troubleshooting than typical consumer tech support.

• A base of documentation and known-issue playbooks already exists. You're not starting from zero — but right now, too many of those known issues still end up pulled into engineering's day. We need someone who makes that stop.

What you'll own:

• Full ownership of inbound technical support: devkit setup, teleop calibration, and hardware/software troubleshooting across OpenARM, OpenYAM, the Devbox, teleop kits, cameras, and grippers

• Diagnostics: running Python scripts and Linux commands on the Devbox, reading ROS2 and CAN-bus logs, reproducing reported issues

• Escalation packaging: when something is genuinely new, building a debugging history — logs, repro steps, what's already ruled out — clean enough that engineering can act on it immediately instead of chasing you for missing details

• Documentation: maintaining and improving troubleshooting playbooks and FAQs so the same issue doesn't cost engineering time twice

• Customer communication: representing Anvil clearly, patiently, and professionally to a technical customer base that expects a real answer, not a script

What the first 200 days look like (we run on two-week sprints, not annual reviews):

• By day 30: handling common, documented setup and troubleshooting cases with minimal supervision.

• By day 100: making a measurable, visible dent in support metrics, and you've already shipped at least one real process or documentation improvement.

• By day 200: operating like you've been here for years — trusted with ambiguous cases, and actively reducing (not just processing) the volume of things that reach engineering.

We move fast here. If tight feedback loops and fast growth excite you more than they worry you, keep reading.

Who you are:

• Comfortable running Python scripts and basic Linux commands — file navigation, logs, permissions, simple diagnostics. You don't need to write or debug production code.

• You've supported hardware-plus-software systems before — robotics, IoT, embedded systems, industrial equipment, or similar — and you know "it's broken" can mean five different things depending on which layer you're looking at.

• Detail-oriented enough to catch something "weird" — in a log, in how a device is behaving — before it's been flagged as a problem.

• A strong communicator who can hold your own with a technical customer. Our buyers are engineers and researchers; you don't need to out-engineer them, but you can't be talked past either.

• Patient enough to explain the same setup step for the tenth time today without the customer feeling like it's the tenth time.

• Organized enough that anyone picking up your case notes could continue the investigation without asking you a single clarifying question.

• Near-native English, written and spoken — all customer communication and internal documentation are in English, and you'll be the voice of Anvil to customers who expect precise, fluent technical communication.

• Based in or willing to relocate to Taiwan or Trinidad and Tobago, working on-site with the engineering team in either location.

• Bonus: exposure to ROS2 or robotics/electromechanical concepts (manipulators, actuators, CAN bus, IK), or a background in formal technical support or field service.

Education & experience:

• No specific degree required. A diploma or bachelor's in a technical field helps, but demonstrated hands-on ability — Linux, Python scripts, real troubleshooting stories — is what we actually screen for.

• 1–3 years supporting hardware-plus-software systems is the typical shape, but 1–2 fast-growing years count fully if they were spent working directly alongside senior support or field-service engineers: watching how hard cases actually get diagnosed and escalated, taking on a growing share of them yourself, without ever having owned the queue outright. This role is your chance to own it.

What this role is not:

• Not a software engineering role. You're not expected to write or ship production code.

• Not a senior/staff engineering hire. This is front-line technical support, with a clear, expected path to escalate— not a mandate to solve everything solo.

• Not a scripted, read-from-a-decision-tree support role. Every case needs real technical judgment; we're not looking for someone who just follows a flowchart.