Robotics Support Analyst I

Robotics Support Analyst

At eBay, we're more than a global ecommerce leader — we're changing the way the world shops and sells. Our platform empowers millions of buyers and sellers in more than 190 markets around the world. We're committed to pushing boundaries and leaving our mark as we reinvent the future of ecommerce for enthusiasts.

Our customers are our compass, authenticity thrives, bold ideas are welcome, and everyone can bring their unique selves to work — every day. We're in this together, sustaining the future of our customers, our company, and our planet.

Join a team of passionate thinkers, innovators, and dreamers — and help us connect people and build communities to create economic opportunity for all.

TCGplayer, now a part of eBay, connects a global community of millions of buyers with tens of thousands of retailers in a $25B global collectible card game and collectible hobbyist space. We pride ourselves on a culture of inclusion that fosters camaraderie, embraces diversity, and exudes passion. We are one of New York State's 50 best employers and Fortune.com's top 100 companies for women in the U.S!

Roca Robotics designs, manufactures and supports automation and digitization hardware and software for sorting and managing collectibles. Roca's current product, the Roca Sorter, can fully alphabetize 1000 Magic, Pokemon, or YuGiOh cards in two hours!

The Robotics Support Analyst makes sure customers have maximum uptime with the Roca Sorter by assessing and addressing hardware and software issues affecting performance through technical support. This is done via chat, email, phone, and video call. The Robotics Support Analyst is also responsible for developing user documentation and instructions, occasional travel during the year to repair machines at customer sites, and occasionally packaging spare parts for shipment.

Answer customer questions and solve issues with one or more customers via ZenDesk, chat, email, phone, and video call. A small number of cases require travel to customer sites for in-person resolution. (1-2 per year)

Investigate and troubleshoot issues related to robotics hardware, wiring, and software using Python, SQL, and Linux

Complete Customer Support Tickets using Zendesk

Develop documentation and instructions for use and common repairs

Provide Maintenance Mentorship to customers through phone, video, and Slack communications

Remote Machine Calibration Adjustments

Pack and ship spare parts

Message new functionality to customers along with relevant instructions/training

Track common failures and reliability issues

Test new and existing software functionality

Conduct customer setups and training video calls

High school diploma or equivalent experience; college or vocational training preferred

Prior customer service experience, ideally with hardware, machinery, electronics, or robotics

Familiarity with remote support of robotics or complex machinery

Knowledge of ZenDesk (or similar support software), Linux command line, SQLite3, Python, Jira, Confluence, and Git is a plus

Patience and professionalism when working with customers of varying technical skills

Strong critical thinking skills and understanding of system interactions

Good mechanical skills and basic knowledge of electronics, including reading wiring diagrams/schematics

Excellent written and verbal communication skills

Ability to work in a fast-paced environment, with strong organization and multitasking abilities

Ability to work in both office and warehouse settings, including sitting or standing for long periods

Comfortable lifting up to 50 lbs. and using tools and small parts

Willingness to travel occasionally and participate in daily videoconferencing

The pay range for this position at commencement of employment in Colorado is $22.50-24.50/hour

The base pay range for this position is expected in the range below: $39,200 - $76,400

Base pay offered may vary depending on multiple individualized factors, including location, skills, and experience. The total compensation package for this position may also include other elements, including a target bonus and restricted stock units (as applicable) in addition to a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as PTO and parental leave). Details of participation in these benefit plans will be provided if an employee receives an offer of employment.

If hired, employees will be in an "at-will position" and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.

eBay is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, veteran status, and disability, or other legally protected status. If you have a need that requires accommodation, please contact us at talent@ebay.com. We will make every effort to respond to your request for accommodation as soon as possible. View our accessibility statement to learn more about eBay's commitment to ensuring digital accessibility for people with disabilities.