Triage and Application Specialist

Who we are 

Lab37 Robotics, is a technology company focused on the development and deployment of robots designed specifically for direct-to-customer food production. Our mission is to revolutionize the food industry by creating innovative robotic solutions that enhance efficiency, quality, and customer satisfaction. We are passionate about pushing the boundaries of technology to deliver cutting-edge products that meet the evolving needs of our clients.

About the role 

The Triage & Applications Specialist will play a critical role in keeping Lab37’s robotic systems operational in the field. This person will serve as a system “super user,” helping diagnose and resolve user and operator issues, coordinate with remote technical teams, and ensure problems are clearly understood, prioritized, and driven to resolution. 

This role will alternate on-call responsibilities, with on-call coverage that may require availability for up to 24 hours per day. The role will also provide backup support for field services and onsite assistance when needed. The ideal candidate is comfortable troubleshooting remotely, navigating complex user interfaces, communicating clearly with technical and non-technical users, and occasionally traveling to support system recovery, deployments, customer/operator support, and field investigations. Travel is expected for this role and may vary based on field support needs. Travel is generally anticipated to be less than 10 days per month, though occasional exceptions may occur based on business or customer needs.

What you’ll do

• Serve as a first-line technical responder for fielded systems, alternating on-call responsibilities and helping resolve user, operator, and customer-reported issues. 
• Triage incoming issues by gathering context, identifying severity, reproducing problems when possible, documenting findings, and escalating clearly when engineering or field support is required. 
• Develop a deep understanding of Lab37’s robotic systems, user interfaces, workflows, operational procedures, and common failure modes in order to act as a system super user.
• Coordinate with remote teams, including engineering, operations, manufacturing, field services, and customer support, to restore systems to working condition as quickly and safely as possible. 
• Act as a backup for field services and onsite assistance, including support for deployments, troubleshooting escalations, system checkout, customer/operator support, and issue resolution in the field. 
• Travel is not a primary responsibility but would be as needed to support field services

What we're looking for 

• Experience supporting, operating, or troubleshooting complex technical systems, ideally including remote systems, robotics, automation, hardware/software products, or industrial equipment.
• Strong ability to understand and navigate complex user interfaces, system dashboards, logs, alerts, and operational workflows. 
• Excellent communication skills, with the ability to translate technical issues into clear next steps for both technical and non-technical audiences. 
• Highly organized and calm under pressure, with strong judgment around prioritization, escalation, customer impact, and when onsite support is needed.
• Spanish language proficiency is a plus.
• Experience in applications engineering, technical support, field support, systems operations, robotics, automation, or customer-facing engineering is also preferred.

Why join us

• Demand for online food delivery is growing really fast! In the last 5 years, just in the US, the overall market has expanded 10X from $10B to $100B, and could expand to $500bn- $1T by 2030.
• Changing the restaurant industry: You’ll be part of a team that helps restaurants succeed in online food delivery. 
• Collaborative environment: You will receive support and guidance from experienced colleagues and managers, helping you to learn, grow and achieve your goals, and you’ll work closely with other teams to ensure our customer’s success.

What else you need to know

This role is based in our Pittsburgh office. As a company driven by invention and continuous change - we are constantly reimagining our industries, building new products, and refining how we operate. We do our best work together. That’s why all of our office-based teams work onsite, five days a week.

The base salary range for this role is $106,000-  $130,000 per year.

Actual compensation will be determined on an individual basis and may vary depending on experience, skills, and qualifications.

Base salary is just one part of your total rewards package. You may also be eligible for equity awards and an annual performance-based bonus.

Benefits Summary (USA Full-Time Exempt Employees):

• Medical, dental, and vision insurance (multiple plans, incl. HSA options).
• Company-paid life and disability insurance (short- and long-term).
• Voluntary insurance: accident, critical illness, hospital indemnity.
• Optional supplemental life insurance for self, spouse, and children.
• Pet insurance discount.
• 401(k).
• Health Savings Account (HSA)
• Flexible Spending Accounts (Healthcare, Dependent Care, Commuter)
• Time Off policies:
• Discretionary vacation days
• 8 paid holidays per year
• Paid sick time
• Paid Bereavement leave
• Paid Parental Leave

Benefits are subject to change at the company's discretion.
Atoms accepts applications on an ongoing basis.

Ready to join us as we serve those who serve others? 

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