Technical Support Analyst - Contract to Hire

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Technical Support Analyst - Contract to Hire based in United States. This is a hands-on technical support opportunity focused on investigating and resolving complex issues across robotic, software, and data systems. You will go beyond ticket triage, using diagnostics, telemetry, logs, and monitoring data to identify root causes and drive issues through to resolution. The role combines technical troubleshooting with automation, scripting, and AI-assisted workflows to make support operations faster and more scalable. You’ll collaborate closely with Engineering, Product, and Operations to investigate recurring problems and improve system reliability. Your work will directly influence customer experience while helping strengthen documentation, detection methods, and escalation processes. This remote-first position is ideal for a technically curious problem solver who enjoys learning complex systems and continuously improving how work gets done. The contract role offers the potential to transition to a full-time position based on performance and business needs. Investigate and resolve incoming customer issues across robotic operations, software systems, scan quality, data accuracy, computer vision outputs, and system performance. Use internal diagnostics, telemetry, logs, monitoring data, and support tools to identify root causes rather than simply routing or triaging issues. Reproduce reported problems, collect relevant diagnostic information, and perform rigorous technical analysis. Collaborate with Engineering and Operations on complex issues requiring cross-functional expertise, providing clear investigation context and detailed escalation documentation. Develop scripts, automations, and lightweight tools to accelerate investigations, automate recurring analysis, and reduce manual support work. Use AI tools and agents as part of day-to-day investigation and analysis workflows to increase efficiency and technical impact. Identify recurring issues and systemic failure patterns across customers and communicate actionable findings to Engineering and Product. Contribute to reducing issue recurrence through improved detection, documentation, runbooks, escalation procedures, and operational processes. Collaborate effectively with distributed teams in a remote-first environment and help internal stakeholders understand customer-facing technical patterns. Continuously improve support workflows, tooling, and investigation practices to increase the team's overall quality and capacity. Requirements: Bachelor's degree or equivalent practical experience. Demonstrated technical troubleshooting experience across hardware, software, systems, or comparable technical environments. Ability to analyze telemetry, logs, operational metrics, and other system data to identify root causes. Experience with scripting or automation using Python, SQL, Bash, or similar technologies . Demonstrated ability to use AI tools and agents to accelerate technical investigations, analysis, and workflows. Strong analytical thinking and a structured, methodical approach to complex problem-solving. Excellent written communication skills, including the ability to document investigations and explain technical findings clearly to non-technical stakeholders. Ability to learn unfamiliar systems, technologies, and internal tooling quickly. Experience in technical support, customer support, or technical operations is preferred. Familiarity with Jira Service Management or comparable ticketing platforms is advantageous. Exposure to robotics, autonomous systems, IoT, or computer vision is a plus. Experience building internal support tooling or workflow automation is beneficial. A proactive, systems-oriented mindset with a focus on resolving underlying problems rather than simply managing ticket volume. Benefits: $6,000–$7,000 per month compensation rang