The Role
Provides advanced technical support to OEM partners and customers by troubleshooting escalated issues, explaining root causes and workarounds, reproducing bugs with engineering, validating fixes, and documenting solutions. Identifies recurring pain points for product improvement and supports customer deployments onsite through training, troubleshooting, and feedback collection. Requires strong communication, technical problem ownership, and willingness to travel up to approximately 50%.
Summary Generated by Built In
Customer Experience Specialist
Thoro.ai is delivering on the promise of autonomy, making people more productive and work more satisfying. A software, cloud and integration company, we build everything that is necessary for manufacturers of industrial equipment to launch autonomous products. We also deploy our fleet management solutions to integrate these products into end user workflows, by building connections to Warehouse Management Systems and other business critical systems. Thoro is headquartered in the heart of Pittsburgh, PA. Our team brings deep industry and subject matter expertise, along with a collaborative and optimistic outlook on the future of industrial robotics.
Thoro is in a great position to lead the autonomous mobile robotics space with a team of incredible depth and expertise, the technology to deliver, and the partnerships to build a transformative business for the future.
We’re seeking a future team member for the role of Customer Experience Specialist to join our Software team. This role is located in Pittsburgh, PA.
Job Summary
The Technical Support Specialist partners directly with Original Equipment Manufacturer (OEM) partners, and in some cases with end customers, to resolve technical issues, ensure successful product adoption, and surface actionable feedback to internal teams. This role blends technical troubleshooting with strong communication skills and customer advocacy. At times, the role also requires on-site support to assist with training, troubleshooting, and feedback collection, helping ensure overall customer success.
Responsibilities / Duties:
- Acquire working knowledge of Thoro portal, OEM portals, logs, and debugging tools
- Troubleshooting and resolving escalated customer technical issues
- Act as a technical escalation point beyond frontline support
- Communicate clearly with OEMs and customers about root causes, workarounds, and timelines
- Collaborate with engineering and act with a product mindset to reproduce bugs and validate fixes
- Document solutions, known issues, and best practices for internal and external use
- Identify recurring customer pain points and flag them for systemic improvement
- Travel onsite to assist with customer deployment and gather feedback.
Required Skills / Abilities:
Our ideal candidate will have experience with the following:
- 1-5 years of experience in technical support, support engineering, or QA
- Strong written and verbal communication skills
- Ability to explain technical concepts to non-technical audiences
- Customer-first mindset with strong problem ownership
- Willingness to travel upwards of ~%50
Why You’ll Like it Here:
- Competitive salary & equity packages
- 401(k) retirement plan
- Pre-tax health care, dependent care, and commuter benefits (FSA)
- Flexible medical, dental, and vision benefits for you and your family
- Life insurance & disability insurance
- Complimentary lunch buffet & beverages
- Awesome, encouraging team atmosphere
- Unlimited paid time off
- Option to work remotely part-time
- Office social events, including happy hours, parties, and community service projects
- Fully paid on-site parking, local commuter pass
- A casual, laid-back work environment
- High-sensory environment immersed in technology and robotics
Physical Requirements:
- Prolonged periods of sitting at a desk and working on a computer
- Must be able to lift up to 15 pounds at times
Thoro.ai is an Equal Opportunity Employer that welcomes applications from all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, marital status, or status as a covered veteran in accordance with applicable laws and Thoro.ai’s employment policies.
CompensationThe base pay range for this role is $65,000 – $75,000 per year.
Skills Required
- 1-5 years of experience in technical support, support engineering, or QA
- Strong written and verbal communication skills
- Ability to explain technical concepts to non-technical audiences
- Customer-first mindset with strong problem ownership
- Willingness to travel up to approximately 50%
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The Company
What We Do
Thoro.ai is a Pittsburgh-based physical AI and industrial autonomy company. It builds software, cloud services, integration tools, and autonomy technology that help industrial-equipment manufacturers launch autonomous products. Its platform also supports fleet management and connections to warehouse-management and other business systems, enabling autonomous machines to fit into existing workflows. The company develops safe, scalable robotics solutions for material handling, cleaning, and industrial logistics.
