Job Overview
Location
Remote
Job Type
Full-time
Category
Customer Support
Date Posted
February 12, 2026
Full Job Description
đź“‹ Description
- • HappyRobot is at the forefront of revolutionizing the real economy with its AI-native operating system, designed to seamlessly integrate intelligence with action. We are building a system that closes the loop between understanding and execution, empowering enterprises to manage complex, mission-critical operations with unprecedented autonomy. Our AI OS achieves this by compounding knowledge, optimizing processes at every level, and continuously evolving over time. Initially focusing on supply chain and industrial-scale operations, where resilience, speed, and continuous improvement are paramount, we aim to liberate human potential, allowing teams to concentrate on strategic thinking, creativity, and other high-value endeavors.
- • As a Lead Technical Support Engineer at HappyRobot, you will serve as the critical nexus between our innovative technology and our valued customers. This role is the primary point of contact for users encountering technical challenges or seeking clarification on our platform's functionalities. You will collaborate closely with our engineering, product, and operations teams to diagnose and resolve bugs, streamline user workflows, and enhance the intelligence and reliability of our AI workers. This is a position of significant trust and impact, where you will be entrusted with owning customer-facing troubleshooting, conducting in-depth root cause investigations, and managing escalations effectively.
- • Your core responsibility will be to transform user feedback and technical issues into actionable insights, enabling the entire company to learn rapidly from customer experiences and pain points. If you possess a natural inclination for solving intricate puzzles, a talent for de-escalating complex situations, and a deep-seated drive to ensure that systems function flawlessly, this role is an exceptional fit for your skills and aspirations.
- • You will be instrumental in ensuring customer satisfaction and success by providing timely, accurate, and empathetic technical assistance. This involves meticulously analyzing user-reported issues, replicating problems in test environments, and developing clear, concise solutions or workarounds. Your ability to communicate technical information effectively to both technical and non-technical audiences will be crucial.
- • A significant part of your role will involve proactive monitoring of system health and performance, identifying potential issues before they impact customers. You will contribute to the development and maintenance of our knowledge base, creating comprehensive documentation, FAQs, and troubleshooting guides to empower users and internal teams.
- • You will act as a champion for the customer within HappyRobot, providing valuable feedback to product and engineering teams to drive product improvements and feature enhancements. This involves translating customer needs and pain points into clear requirements and user stories.
- • The Lead Technical Support Engineer will also play a key role in onboarding new customers, ensuring they have a smooth and successful initial experience with the HappyRobot platform. This may include conducting training sessions, providing initial setup assistance, and answering questions related to integration and usage.
- • You will be expected to manage a queue of support tickets, prioritizing issues based on severity and impact, and ensuring that all service level agreements (SLAs) are met. Your ability to multitask and manage your time effectively across various support channels will be essential.
- • Furthermore, you will contribute to the continuous improvement of our support processes and tools. This includes identifying opportunities for automation, suggesting enhancements to our support platform, and participating in post-mortem analyses of critical incidents to prevent recurrence.
- • The ideal candidate will demonstrate a strong sense of ownership, taking initiative to resolve issues comprehensively and efficiently. You will be comfortable navigating complex technical environments, including working with APIs, analyzing logs, querying databases, and understanding modern web technologies. Your problem-solving approach will be characterized by curiosity, persistence, and a commitment to finding the underlying causes of issues, rather than just addressing surface-level symptoms.
- • This role offers a unique opportunity to be part of a fast-growing, venture-backed company that is redefining enterprise operations. You will work alongside a talented team of engineers, product managers, and operators, contributing directly to the success of our customers and the growth of HappyRobot.
🎯 Requirements
- • Minimum of 3 years of experience in a technical support, solutions engineering, SRE, or a similar customer-facing technical role.
- • Demonstrated comfort and proficiency working with APIs, analyzing logs, querying databases (e.g., SQL), and understanding modern web stacks (experience with Python and JSON is a plus).
- • Exceptional written communication skills, with the ability to explain complex technical issues clearly and calmly, especially in high-pressure customer situations.
- • A strong sense of curiosity and grit, with a proven ability to investigate complex technical problems deeply and persistently.
- • A high degree of ownership and accountability, with a proactive approach to identifying and resolving issues or escalating them promptly when necessary.
- • Proven ability to effectively manage and prioritize a diverse workload, including handling a mix of support tickets, utilizing various tools, and engaging in ad hoc problem-solving daily.
🏖️ Benefits
- • Competitive salary and equity in a rapidly growing, venture-backed company.
- • Significant ownership and autonomy in a critical customer-facing role.
- • Opportunity to make a real impact by ensuring the smooth operation of critical business processes for our customers.
- • Work alongside a world-class team of talented engineers, product specialists, and experienced operators.
- • Exposure to cutting-edge AI technology and its application in the real economy.
- • Opportunities for professional growth and development within a fast-paced startup environment.
Skills & Technologies
Python
Go
PostgreSQL
Grafana
Datadog
Senior
Remote
About Happy Robot Inc.
Happy Robot Inc. is an artificial intelligence company focused on developing innovative AI solutions. They specialize in creating intelligent systems that enhance productivity and streamline complex processes across various industries. Their core offerings include advanced machine learning algorithms, natural language processing, and computer vision technologies. Happy Robot Inc. aims to empower businesses with cutting-edge AI tools, enabling them to make data-driven decisions, automate tasks, and unlock new opportunities for growth and efficiency. The company is committed to pushing the boundaries of AI research and development to deliver practical and impactful solutions for their clients.
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