Apera AI

Technical Support Specialist

Posted 3 Days Ago

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Vancouver, BC

Mid level

Artificial Intelligence • Robotics

The Role

As a Technical Support Specialist, you will assist customers with inquiries over various communication channels, diagnose and resolve software and hardware issues, create support resources, escalate complex problems when necessary, and relay customer feedback to improve products.

Summary Generated by Built In

Apera AI helps manufacturers make their factories more flexible and productive. Robots enhanced with Apera’s software have 4D Vision – the ability to see and handle objects with human-like capability. Challenging applications such as bin picking, sorting, packaging, and assembly are now open to fast, precise, and reliable automation. Apera is led by an experienced team from high-growth companies focused on robotics, artificial intelligence, and advanced manufacturing.

Apera AI is looking for an experienced Technical Support Specialist to support our vision-guided robotics applications. This role requires experience with technical and application support, hands-on skills to resolve software and application issues. The ideal candidate is customer-focused and skilled in troubleshooting, with a strong background in technical support operations and customer-facing interactions. At Apera AI, we’re revolutionizing vision-guided robotics with cutting-edge software solutions. We’re proud to have won the **2024 BCTIA Growth Award**, recognizing our rapid growth and innovation. As a key contributor in this role, you’ll have a significant impact on our expanding business, helping us scale while maintaining the exceptional customer experience we’re known for.

Your Role

As a Technical Support Specialist, you will:

Serve as the primary contact for customer inquiries via phone, email, and support tickets, guiding users through product setup, usage, and basic troubleshooting.
Diagnose and resolve software and hardware issues by following established procedures and identifying practical solutions.
Create and maintain support resources, including step-by-step guides, FAQs, and troubleshooting documentation, to enrich our knowledge base.
Identify and escalate complex technical problems to specialized support teams for resolution.
Collect and relay customer feedback to help improve our products and enhance usability.

What You Bring

Bachelor’s degree in engineering, Computer Science, or a related technical field is an advantage, though equivalent hands-on experience is highly valued.
3+ years in a technical or customer support role, preferably within imaging, robotics, software, or similar industries.
Ability to translate technical concepts into simple terms for users of all backgrounds.
Proficiency in troubleshooting and problem-solving technical challenges.
Strong verbal and written communication skills with a friendly, patient approach.
Mindset Passionate about customer service and driven to help users succeed.

What we offer

Apera AI offers a highly competitive compensation package as well as a career track that is filled with growth opportunities. As a fast-growing company, we are always looking for ways to expand and improve, and we want our employees to grow and develop with us. Additionally, we offer a generous employee stock option plan, which allows our team members to share in our success. Lastly, we pride ourselves on fostering a creative work environment where our team members can thrive alongside other ambitious and talented individuals. Typical base salary range in Vancouver is $57,000-$82,000.

We look forward to hearing from you!