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

Technical Support Analyst - Operations (m/f/d) We usually respond within two weeks ABOUT THIS POSITION 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. 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. 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. YOUR TASKS 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. 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. Drive Service Excellence: Implement and refine support processes to build a predictable, high-quality, and scalable support system for our global operations. Build Our Knowledge Base: Create and maintain clear, effective documentation, FAQs, and troubleshooting guides to empower both our customers and internal teams. 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. YOUR PROFILE Proven experience in technical support, IT helpdesk, service desk, or network operations center (NOC) environment. Confident working with Linux-based systems via the command line (CLI). Ability to connect to remote systems using SSH and follow troubleshooting runbooks. Comfortable inspecting logs and performing basic system checks in a terminal environment. Exceptional proficiency in spoken and written English. A highly independent and reliable work ethic, with the ability to manage your time and responsibilities effectively without direct supervision during your shift. A passion for creating structure and improving processes; you see documentation and best practices as essential. Excellent problem-solving skills and a calm, methodical approach to handling urgent technical issues. 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). 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. HELPFUL ADDITIONAL QUALIFICATIONS Prior exposure to robotics systems, distributed systems, or on-call / NOC-style environments is a plus. Experience with IT Service Management (ITSM) principles (e.g., ITIL Foundation). Experience with helpdesk software (e.g., Zendesk, Jira Service Management) Fluency in Spanish is a significant advantage. About Korial Korial is the Enterprise AI Platform for the autonomous industrial future. From our roots in the labs of TU Darmstadt, we have grown into a team of over 100 people building the intelligence layer that orchestrates autonomous inspections across infrastructure worldwide. Our platform unifies data, missions, and mixed fleets of robots and devices so operators can supervise assets from a single source of truth instead of walking every round on foot. We work at the intersection of AI, robotics, and industrial operations, turning noisy real‑world telemetry into dependable, actionable insight for customers on five continents. Our team brings together more than 30 nationalities and deep experience in software engineering, robotics, cloud infrastructure, and enterprise operations - including 11 PhDs leading core product development since 2019. Department Operations and Customer Support Locations Houston Remote status Fully Remote Employment type Full-time Your Benefits at Korial* Growth & Development Annual education budget. Learn from world-leading robotics experts. Knowledge-sharing sessions & workshops Flexibility & Time Off Flexible remote work and workation possibilities Support for a standing desk for your home office Wellbeing & Community Be part of an international team with over 30 nationalities 1:1 sessions with certified psychologists and mental health workshops Team events: hackathons, outdoor adventures & more Weekly sponsored team lunches Financial Perks Support for public transport costs Extra employer contribution to company pension scheme Allowance for kindergarten costs possible ...and more benefits & discounts *The specific offer may vary depending on employment type and location. Notice to Recruitment Agencies Korial does not accept unsolicited CVs or candidate profiles from recruitment agencies. Agencies are kindly requested not to forward CVs or candidate information to any Korial employee, regardless of location or role. Any cooperation with recruitment agencies must be agreed upon in advance and in writing with the People and Culture team. CVs or candidate profiles submitted without such prior agreement will be deemed unsolicited, and Korial assumes no obligation to pay any fees or costs associated with such submissions.