Technical Support Technician (Hardware, Remote)

We are looking for a Remote Technical Support Technician to keep our fleet of autonomous robotic vending machines running at peak performance — from wherever you are. You will diagnose machine issues remotely, guide on-site operators and customers through troubleshooting by phone, video, and remote tools, and work closely with our Brooklyn-based technical team.

Hands-on hardware experience is a must. Even though the role is remote, you need to genuinely understand machines — motors, sensors, control boards, wiring — so you can diagnose faults you can't physically touch and walk someone else through the fix.

Excellent spoken English is a must. You will be on calls with customers and operators in the US every day, explaining technical steps clearly and confidently.

Key Responsibilities

• Provide remote technical support for deployed machines via phone, email, video, and remote tools
• Diagnose hardware and software issues remotely and guide on-site staff through repairs step by step
• Troubleshoot machine software, connectivity, and configuration issues
• Escalate complex cases to the Brooklyn engineering team with clear, complete documentation
• Track open issues to resolution and keep customers updated proactively
• Document solutions and troubleshooting steps in our internal knowledge base

Required Qualifications

• Proven hands-on experience with hardware — repairing, assembling, or maintaining physical machines, electronics, or electromechanical systems (a must)
• Excellent spoken and written English — clear, confident communication with US customers (a must)
• Experience troubleshooting software issues and using remote support tools
• Experience in technical support or customer-facing troubleshooting — strong advantage
• Able to read wiring diagrams and technical documentation
• Organized, reliable, and able to manage multiple open issues at once
• Available to work New York (EST) business hours

About Sweet Robo

Sweet Robo designs and manufactures autonomous robotic vending machines that dispense food, entertainment, and retail products — from cotton candy and ice cream to popcorn, balloons, and more.

Our Mission: To transform how the world experiences vending by combining automation and entertainment, creating moments of joy for customers and profit for partners.

As the only American robotic vending company with machines designed and assembled in the U.S., we serve major brands and venues worldwide with offices in Brooklyn NY, Texas, Poland, and China.

What We Offer:

• Competitive salary and performance bonuses
• Up to $500/month performance bonus
• Full-time, fully remote — EST working hours
• Work with cutting-edge robotics and automation technology
• Global team across multiple continents
• Professional growth in a fast-growing industry