Technical Support Specialist - Remote Eligible

Technical Support Specialist

We are an innovative, Vancouver-based startup at the forefront of robotics, AI, and machine vision technologies. Backed by VC funding and we've been recognized with the 2025 Frost & Sullivan Technology Innovation Leadership Award, the AAM Supplier Excellence Innovation Award, and the 2024 BC Tech "Company of the Year – Growth", we are on a mission to redefine the future of AI-driven robotic vision systems. 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.

Robots can do amazing things - if they can see. Apera AI builds breakthrough 4D Vision™ systems that give robots the clarity to handle complex, real-world tasks. But even the smartest robot needs humans who can help it perform flawlessly. That's where you come in.

We're hiring a Technical Support Specialist - a front-line problem solver who makes sure our customers succeed with Apera's Vue and Forge vision platforms. You'll diagnose complex automation issues, reproduce bugs in simulation, and work with our engineers to drive lasting solutions.

This is a problem-solving-first role. You'll own issues end-to-end: detect, diagnose, communicate, and close the loop with precision. Every fix you deliver helps robots see better - and customers trust us more.

What You'll Actually Do

• Troubleshoot and resolve: Lead the investigation and resolution of customer issues across robotic vision systems, automation cells, and network environments.
• Simulate and reproduce: Recreate customer issues in our Forge environment to confirm root causes and test fixes before deployment.
• Collaborate and escalate: Partner with Engineering and Product teams to report bugs, define root causes, and recommend permanent solutions.
• Document and share: Create clear, searchable troubleshooting guides and knowledge base articles that make future support faster and easier.
• Automate and improve: Pilot AI-driven tools for diagnostics, analysis, and log parsing — reducing response times and increasing accuracy.
• Build trust: Communicate clearly and empathetically with customers throughout each incident, ensuring transparency and confidence in every interaction.

Why This Is a Career Move (Not Just a Job)

At Apera AI, you are not just answering support tickets. You are powering the success of intelligent robots. Every issue you solve strengthens the connection between AI innovation and real-world performance.

This role goes far beyond technical troubleshooting. You will dive deep into vision-guided robotics, collaborate with engineers to drive lasting fixes, and directly shape how customers experience automation. The skills you build here in AI systems, diagnostics, and customer success will set you apart in one of the fastest-growing fields in technology.

If you want a role where your curiosity, precision, and problem-solving directly move the world forward, this is it. You are not joining a support queue; you are joining the AI revolution from the inside.

Here's what makes this role special:

• You'll be the voice of reliability. When something goes wrong, you'll be the person who brings calm, clarity, and resolution.
• You'll grow fast. Learn machine vision, industrial design, robotics, and automation from the inside out - with real exposure to our engineers and AI platforms.
• You'll see your impact. Every problem you solve directly improves uptime and efficiency for global manufacturers.
• You'll help shape the product. Your insights will guide product updates, documentation, and customer experience improvements.

Why You'll Love It Here

• Purpose with impact: You'll help customers keep their robots seeing and performing at their best - across factories that shape the world.
• Freedom to solve: You'll own your cases, design better workflows, and find smarter ways to resolve problems fast.
• Learning that scales: Get hands-on with AI tools, simulation environments, and automation systems while developing skills that can grow into engineering, product, or customer success roles.
• A culture that builds: We move fast, collaborate openly, and value curiosity as much as precision.

What We're Looking For

• 2-4 years of experience in technical support, or comparable field service experience
• Strong troubleshooting skills across mechanical, electrical, or software systems.
• Confidence diagnosing complex issues using logs, simulations, or test setups.
• Excellent communication skills — clear, calm, and customer-focused under pressure.
• Proficiency with tools like Jira, Hubspot, or similar ticketing systems.

Bonus points:

• Experience with machine vision, robotics, or industrial automation systems.
• Familiarity with AI-based diagnostics or predictive maintenance tools.
• Ability to work out of our Detroit or Vancouver offices is a plus.

Why Apera?

• Equity for every employee - you share in what we build
• Comprehensive health, dental, and vision coverage
• A chance to make a difference. We're a close-knit, agile team of motivated and creative problem solvers, making real impact by tackling complex challenges in robotic vision with science, imagination, and persistence.

Straightforward Compensation, Real Growth:

At Apera AI, we keep compensation as clear as our technology. We hire for impact - and reward it accordingly. This opportunity spans two career levels, each reflecting increasing scope, technical depth, and leadership influence.

You'll join at the level that best matches your experience and contribution:

Intermediate Technical Support Specialist (typically 2 - 4 years): $70,000 CAD - $78,000 CAD annually

Senior Technical Support Specialist (typically 5+ years): $80,000 CAD - $90,000 CAD annually.

Our total compensation range of $70,000 CAD - $90,000 CAD + per year covers these levels and includes base salary and equity opportunities. We tailor offers based on more than resume years - we look at your unique skills, creative problem-solving, and the impact you'll have as we reinvent industrial automation with AI-powered vision systems. Transparency is our baseline; growth is our promise.

At Apera AI, you'll help bring intelligent robots into production and shape the future of automation. Apply today and be part of Apera AI's mission to end robot blindness.