What are the responsibilities and job description for the Support Specialist (Texas) position at Dusty Robotics?
About Dusty Robotics
Dusty Robotics is building the future of construction with robotics that bring digital precision to the field. Our customers rely on us to keep their projects running smoothly, and the Support team plays a critical role in making that happen.
Role Overview
As a Support Specialist, you'll be the first line of defense for diagnosing and resolving technical issues with Dusty's robotic systems in the field. This role requires strong remote troubleshooting skills across hardware, software, and networking, as well as experience working with tools such as SSH, Linux command line, and remote diagnostics. You'll partner closely with Product, Engineering, and Customer Success to keep customers operational, while contributing insights that shape the future of Dusty's technology.
What You'll Do
In joining our team, you'll become an important part of a small and fast-growing company. We are daring to accomplish something big, do you want to be a critical part of Dusty's success? We are deeply committed to our mission, and we believe in removing roadblocks that distract us from reaching our goals.
To that end, we offer an unlimited vacation policy, a 401k with employer match, reasonable work hours, and flexible schedules. We know that our best work happens when we feel well-rested and capable of focusing all of our energy on making Dusty successful!
Strong, effective teams are composed of people with a diverse set of backgrounds and experiences who bring a variety of perspectives to their work. We actively encourage applications from a diverse pool, including those from historically under-represented groups such as women, people of color, people who identify LGBTQ, people with disabilities, and immigrants.
Our Code of Conduct:
Dusty Robotics exists to serve a wide variety of customers from all walks of life. We believe that our mission is best served in an environment that is friendly, safe, accepting, and free of intimidation or harassment. We do not tolerate abusive behavior.
Dusty Robotics is building the future of construction with robotics that bring digital precision to the field. Our customers rely on us to keep their projects running smoothly, and the Support team plays a critical role in making that happen.
Role Overview
As a Support Specialist, you'll be the first line of defense for diagnosing and resolving technical issues with Dusty's robotic systems in the field. This role requires strong remote troubleshooting skills across hardware, software, and networking, as well as experience working with tools such as SSH, Linux command line, and remote diagnostics. You'll partner closely with Product, Engineering, and Customer Success to keep customers operational, while contributing insights that shape the future of Dusty's technology.
What You'll Do
- Provide remote technical support for customers, including debugging robotics hardware, embedded software, and connectivity issues.
- Use SSH, Linux-based tools, and networking commands to investigate and resolve issues remotely.
- Analyze system logs, error codes, and performance metrics to identify root causes.
- Collaborate with Engineering to escalate and reproduce complex issues, providing clear technical documentation.
- Support field deployments by guiding customers through setup, calibration, and troubleshooting.
- Document repeat issues and contribute to building internal runbooks, troubleshooting guides, and external knowledge base content.
- Manage multiple cases in parallel, balancing urgent incidents with ongoing requests.
- Participate in an on-call rotation to handle critical customer issues outside normal hours.
- 3 years in a technical support, field service, or robotics-related role (startup experience strongly preferred).
- Proficiency with Linux systems, SSH, and basic networking (IP addressing, WiFi, DNS).
- Experience troubleshooting robotic systems, embedded devices, or IoT hardware.
- Strong analytical skills; able to parse logs and quickly diagnose issues.
- Excellent communication skills, with the ability to translate technical findings into clear customer-facing updates.
- Comfortable working in a fast-paced, ambiguous startup environment with little direction.
- Flexible schedule with the ability to handle urgent issues on short notice.
- Familiarity with CRM/ticketing systems, Data Warehouse (Zendesk, Salesforce, Jira, Databricks).
In joining our team, you'll become an important part of a small and fast-growing company. We are daring to accomplish something big, do you want to be a critical part of Dusty's success? We are deeply committed to our mission, and we believe in removing roadblocks that distract us from reaching our goals.
To that end, we offer an unlimited vacation policy, a 401k with employer match, reasonable work hours, and flexible schedules. We know that our best work happens when we feel well-rested and capable of focusing all of our energy on making Dusty successful!
Strong, effective teams are composed of people with a diverse set of backgrounds and experiences who bring a variety of perspectives to their work. We actively encourage applications from a diverse pool, including those from historically under-represented groups such as women, people of color, people who identify LGBTQ, people with disabilities, and immigrants.
Our Code of Conduct:
Dusty Robotics exists to serve a wide variety of customers from all walks of life. We believe that our mission is best served in an environment that is friendly, safe, accepting, and free of intimidation or harassment. We do not tolerate abusive behavior.
- We are not accepting unsolicited resumes from third-party recruiters or agencies
