Robotics Support Analyst I
Job Details
You'll provide technical support for Roca Sorter robots—eBay's card-sorting automation hardware—by troubleshooting hardware and software issues via chat, email, phone, and video calls, plus occasional on-site repairs. The role requires hands-on experience with robotics or electronics, proficiency in Python and Linux, and the ability to create user documentation while maintaining customer uptime.
About the Role
About eBay
At eBay, we're more than a global ecommerce leader — we're changing the way the world shops and sells. Our platform empowers millions of buyers and sellers in more than 190 markets around the world. We're committed to pushing boundaries and leaving our mark as we reinvent the future of ecommerce for enthusiasts. Our customers are our compass, authenticity thrives, bold ideas are welcome, and everyone can bring their unique selves to work — every day. We're in this together, sustaining the future of our customers, our company, and our planet. Join a team of passionate thinkers, innovators, and dreamers — and help us connect people and build communities to create economic opportunity for all.
Location
Longmont, CO
About the Team and the Role
Roca Robotics designs, manufactures and supports automation and digitization hardware and software for sorting and managing collectibles. Roca's current product, the Roca Sorter, can fully alphabetize 1000 Magic, Pokemon, or YuGiOh cards in two hours. The Robotics Support Analyst makes sure customers have maximum uptime with the Roca Sorter by assessing and addressing hardware and software issues affecting performance through technical support. This is done via chat, email, phone, and video call. The Robotics Support Analyst is also responsible for developing user documentation and instructions, occasional travel during the year to repair machines at customer sites, and occasionally packaging spare parts for shipment.
What You Will Accomplish
- Deliver excellent customer service to customers by answering inquiries, troubleshooting issues while using tools such as ZenDesk, chat, email, phone, and video calls. This includes a small number of cases requiring travel to customer sites for in-person resolution.
- Discover, investigate and issues related to robotics hardware, wiring, and software using Python, SQL, and Linux.
- Develop documentation and instructions for use and common repairs
- Provide maintenance mentorship to customers through phone, video, and Slack communications
What You Will Bring
- Prior customer service experience
- Personal or professional experience working with hardware, machinery, equipment, electronics, or robotics.
- Prior remote support of robotics or complicated machines
- ZenDesk or similar Customer Support Tracking.
- Basic Linux knowledge including usage of command lines
- Familiarity with SQLite3, Python and Atlassian products such as Jira and Confluence
- Familiarity with git and/or related code repository softwares
- High school diploma or equivalent
Pay Range
The pay range for this position $17-$27 per an hour
Additional Details
The base pay range for this position is expected in the range below: $40,000 - $78,000 Base pay offered may vary depending on multiple individualized factors, including location, skills, and experience. The total compensation package for this position may also include other elements, including a target bonus and restricted stock units (as applicable) in addition to a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as PTO and parental leave). Details of participation in these benefit plans will be provided if an employee receives an offer of employment. If hired, employees will be in an "at-will position" and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors. Remote roles are not eligible for U.S. visa sponsorship.
Equal Opportunity Statement
eBay is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, veteran status, and disability, or other legally protected status. If you have a need that requires accommodation, please contact us at talent@ebay.com. We will make every effort to respond to your request for accommodation as soon as possible. View our accessibility statement to learn more about eBay's commitment to ensuring digital accessibility for people with disabilities.
Legal Notice
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