Technical Support Analyst - Operations (m/f/d)

<img src="https://we-work-remotely.imgix.net/logos/0171/5347/logo.gif?ixlib=rails-4.0.0&w=50&h=50&dpr=2&fit=fill&auto=compress" /> <p> <strong>Headquarters:</strong> Germany <br /><strong>URL:</strong> <a href="https://www.korial.com/">https://www.korial.com/</a> </p> <p><strong>ABOUT THIS POSITION</strong>&nbsp;</p> <p>This role is a unique opportunity to be a founding member of our 24/7 global "follow-the-sun" support model. We are specifically hiring for or the evening shift aligned with U.S. Central Time to provide critical, real-time support to our key customers during their peak operational hours in Europe.<br><br>Based in the United States, you will be the expert on duty, ensuring our robotic fleets and customers are successful overnight. This is not a standard 9-to-5. This role is built for a reliable, independent individual who thrives working non-traditional hours. Your mission is to provide world-class technical support while building the processes and documentation that will define our global service excellence.<br><br><strong>Please note: This position requires working on a consistent evening schedule (e.g., approximately 4 PM to 12 AM Central Standard Time) and weekends as part of a rotational team.</strong></p> <div> <p><strong>&nbsp;</strong><strong>YOUR TASKS</strong></p> <ul> <li> <p>Provide Critical Evening Support: Act as the primary support contact during the evening shift (approx. 4 PM - 12 AM Central StandardTime), bridging time zones to provide uninterrupted assistance to customers across Europe, Asia-Pacific, and the Middle East.&nbsp;</p> </li> </ul> </div> <div> <ul> <li> <p>Drive the Customer Support Experience: Manage the inbound support queue through tickets, chat, and other channels by providingexpert guidance and troubleshooting for our mobile robot fleets.&nbsp;</p> </li> </ul> </div> <div> <ul> <li> <p>Drive Service Excellence: Implement and refine support processes to build a predictable, high-quality, and scalable support system for our global operations.&nbsp;</p> </li> </ul> </div> <div> <ul> <li> <p>Build Our Knowledge Base: Create and maintain clear, effective documentation, FAQs, and troubleshooting guides to empower both our customers and internal teams.&nbsp;</p> </li> </ul> </div> <div> <ul> <li> <p>Champion Continuous Improvement: Analyze support trends from your shift, identify recurring issues, and collaborate with our global teams to propose lasting improvements to our products and processes.&nbsp;</p> </li> </ul> </div> <div> <p>&nbsp;</p> <p><strong>YOUR PROFILE</strong>&nbsp;</p> </div> <div> <ul> <li> <p>Proven experience in technical support, IT helpdesk, service desk, or network operations center (NOC) environment.</p> </li> <li> <p>Confident working with Linux-based systems via the command line (CLI).&nbsp;</p> </li> </ul> </div> <div> <ul> <li> <p>Ability to connect to remote systems using SSH and follow troubleshooting runbooks.&nbsp;</p> </li> </ul> </div> <div> <ul> <li> <p>Comfortable inspecting logs and performing basic system checks in a terminal environment.&nbsp;</p> </li> <li> <p>Exceptional proficiency in spoken and written English.</p> </li> <li> <p>A highly independent and reliable work ethic, with the ability to manage your time and responsibilities effectively without direct supervision during your shift.</p> </li> <li> <p>A passion for creating structure and improving processes; you see documentation and best practices as essential.</p> </li> <li> <p>Excellent problem-solving skills and a calm, methodical approach to handling urgent technical issues.</p> </li> <li> <p>You must be willing and able to work on a consistent evening shift schedule, including weekends and holidays, as part of a rotating team (e.g., approximately 4 PM to 12 AM CT).&nbsp;</p> </li> <li> <p>Located anywhere within the continental United States. This role is fully remote and operates during evening hours, with collaboration, training, and team alignment conducted virtually.</p> </li> </ul> <p>&nbsp;</p> </div> <div> <p><strong>HELPFUL ADDITIONAL QUALIFICATIONS</strong>&nbsp;</p> </div> <div> <ul> <li> <p>Prior exposure to robotics systems, distributed systems, or on-call / NOC-style environments is a plus.&nbsp;</p> </li> <li> <p>Experience&nbsp;with&nbsp;IT Service Management (ITSM)&nbsp;principles&nbsp;(e.g., ITIL&nbsp;Foundation).</p> </li> <li> <p>Experience with helpdesk software (e.g., Zendesk, Jira Service Management)</p> </li> <li> <p>Fluency in Spanish is a significant advantage.</p> </li> </ul> <p>&nbsp;</p> </div> <p><strong>To apply:</strong> <a href="https://weworkremotely.com/remote-jobs/korial-technical-support-analyst-operations-m-f-d">https://weworkremotely.com/remote-jobs/korial-technical-support-analyst-operations-m-f-d</a></p>