Relay Robotics is looking for a Technical Solutions Associate to support robot deployments, customer implementations, technical troubleshooting, and internal operations projects.
This is an early-career technical generalist role for someone who is curious, self-directed, systems-minded, and excited to grow quickly in a fast-moving robotics company. You will work across customer-facing deployments, technical support, field operations, documentation, and internal process improvement. The role is ideal for someone with a technical foundation who wants hands-on exposure to robotics, healthcare technology, cloud-connected systems, networking, and real-world customer operations.
You will work closely with senior members of the Operations, Support, Field Operations, and Solutions teams to help deliver successful deployments, diagnose technical issues, improve internal playbooks, and build repeatable processes as Relay scales.
This is not a narrow support role or a purely project coordination role. You should be comfortable moving between technical troubleshooting, customer communication, field work, documentation, and special projects as business needs evolve.
Deployment & Site Support
- Support new hospital deployments from pre-installation planning through go-live.
- Assist with site readiness activities, including network requirements, robot configuration, mapping support, workflow validation, and go-live preparation.
- Provide onsite technical support during installations, upgrades, and customer deployments.
- Help validate robot operation in live hospital environments, including route testing, elevator usage, door integrations, RFID workflows, and customer acceptance testing.
- Coordinate with internal teams and customer stakeholders to resolve blockers during deployment.
- Capture field observations and feed them back into internal teams to improve future deployments.
Technical Troubleshooting & Support
- Investigate technical issues involving robots, site infrastructure, cloud services, integrations, and customer environments.
- Use robot logs, bagfiles, telemetry, and cloud service logs to diagnose installation and deployment issues.
- Support L2/L3 escalations under the guidance of senior technical team members.
- Troubleshoot issues related to Linux systems, networking, WiFi, cloud connectivity, databases, and integration workflows.
- Compare expected behavior against working systems, documentation, logs, and test results to identify likely root causes.
- Partner with Engineering, Support, and Field Operations to drive issues toward resolution.
Customer-Facing Solution Work
- Join customer discovery, planning, and deployment calls to understand workflows, site constraints, and technical requirements.
- Support Solution Architects and senior team members with workflow analysis, site documentation, configuration planning, and deployment preparation.
- Communicate clearly with both technical and non-technical stakeholders, including hospital IT, Facilities, clinical staff, support teams, and internal engineering teams.
- Help translate customer needs and field realities into actionable technical and operational plans.
- Support customer training, go-live activities, and early adoption as needed.
Documentation, Playbooks, & Process Improvements
- Contribute to installation playbooks, troubleshooting guides, checklists, training materials, and internal documentation.
- Document lessons learned from deployments, support escalations, and field visits.
- Identify gaps in current processes and help create lightweight, practical improvements.
- Support internal operations systems and process improvement projects as business needs evolve.
- Help build repeatable practices that allow the team to scale without relying entirely on tribal knowledge.
Internal Systems & Special Projects
- Take on cross-functional operational projects that may span Support, Field Operations, Solutions, Customer Success, Sales, Product, or Engineering.
- Learn new tools, systems, and workflows quickly as company needs change.
- Help evaluate, improve, or administer internal systems used to support deployments, support operations, customer communication, or reporting.
- Build credibility as a dependable owner for ambiguous problems that do not fit cleanly into one team or function.
Required Qualifications
- 0–3 years of experience in a technical, operations, support, implementation, software, IT, field services, or solution delivery role.
- Technical foundation in computer science, information systems, engineering, IT, or a related field.
- Comfort with Linux command line usage and basic file system navigation.
- Basic understanding of networking concepts such as IP addresses, DHCP, DNS, ports, firewalls, WiFi, and VPNs.
- Experience with Python or another scripting/programming language.
- Basic familiarity with databases, logs, APIs, or cloud-connected systems.
- Familiarity with cloud services such as AWS, GCP, or Azure.
- Strong written and verbal communication skills.
- Ability to work directly with both technical and non-technical stakeholders.
- Willingness to travel 20–40% to customer sites.
- Ability to work professionally in hospital and healthcare environments.
- Curiosity, ownership, and willingness to learn complex systems independently.
Preferred
- Experience with robotics, autonomous systems, hardware/software deployments, IT infrastructure, or field engineering.
- Experience reading logs, debugging technical issues, or comparing behavior across working and non-working systems.
- Exposure to cloud logging, monitoring tools, telemetry, or customer support systems.
- Experience with SQL, data analysis, or operational reporting.
- Experience supporting demos, customer implementations, or product rollouts.
- Experience working with cross-functional teams in a fast-paced environment.
- Prior exposure to healthcare, logistics, facilities systems, or enterprise customer environments.
- Located in the Southeast or Midwest.
Traits That Will Make You Successful
Success Metrics
- Independently complete a Relay Platform upgrade end to end, including prework, installation process, and onsite execution.
- Provide onsite technical support for a new customer installation.
- Use bagfiles and robot logs to diagnose robot issues in an installation context.
- Use cloud service logs to diagnose integration issues in an installation context.
- Support selected L3 escalations under guidance from senior team members.
- Contribute to installation-related technical materials, troubleshooting guides, and playbooks.
- Build strong working relationships with Support, Field Operations, Engineering, Solutions, and Customer Success.
- Demonstrate increasing independence in ambiguous technical and operational situations.
Why Join Us?
Skills Required
- 0–3 years of experience in a technical, operations, support, implementation, software, IT, field services, or solution delivery role.
- Technical foundation in computer science, information systems, engineering, IT, or a related field.
- Comfort with Linux command line usage and basic file system navigation.
- Basic understanding of networking concepts, including IP addresses, DHCP, DNS, ports, firewalls, WiFi, and VPNs.
- Experience with Python or another scripting or programming language.
- Basic familiarity with databases, logs, APIs, or cloud-connected systems.
- Familiarity with cloud services such as AWS, GCP, or Azure.
- Strong written and verbal communication skills.
- Ability to work with technical and non-technical stakeholders.
- Willingness to travel 20–40% to customer sites.
- Ability to work professionally in hospital and healthcare environments.
- Curiosity, ownership, and willingness to learn complex systems independently.
- Experience with robotics, autonomous systems, hardware/software deployments, IT infrastructure, or field engineering.
- Experience reading logs, debugging technical issues, or comparing behavior across working and non-working systems.
- Exposure to cloud logging, monitoring tools, telemetry, or customer support systems.
- Experience with SQL, data analysis, or operational reporting.
- Experience supporting demos, customer implementations, or product rollouts.
- Experience working with cross-functional teams in a fast-paced environment.
- Prior exposure to healthcare, logistics, facilities systems, or enterprise customer environments.
- Located in the Southeast or Midwest.
What We Do
Relay Robotics, Inc. is a leading supplier of simple, sophisticated, autonomous service robots that work with humans safely, securely, reliably, and contact-free. Relay Robotics and its affiliates have been technology leaders in robotics since 2013 and hold 10 U.S. patents. Relay’s robots supplement staff across hospitality, healthcare, and commercial real estate settings. They have completed more than 1,000,000 deliveries worldwide. Relay delivery robots are currently deployed at major hotels in the United States such as Marriott, Hilton, Westin, Mandarin Oriental, Holiday Inn, and Radisson, nationally recognized hospitals such as Georgetown and Dartmouth, and commercial real estate properties. Relay robots are available via a monthly subscription or RaaS (Robots as a Service). Relay’s Rapid-Install™ trains and activates a robot within hours of arrival at a location. Customers can name their robot and create a customized “wrap” to give it a unique character and harmonize it with their brand.
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