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Apptronik is a Series B human-centered robotics company developing AI-powered humanoid robots (Apollo) to support critical industries like manufacturing, logistics, healthcare, and beyond. This role is the operational backbone of Global Services & Support (GSS), functioning as the first responder and "Mission Control" for Apptronik's global robot fleet.
Reporting to the Supervisor of Global Fleet Operations, you will be responsible for actively monitoring live fleet alerts and incoming support cases via Salesforce, performing initial Level 1 diagnostic analysis on reported anomalies using internal software tools, and resolving issues directly whenever possible. You own end-to-end case tracking, ensuring every ticket is properly categorized with accurate metadata and managed through its complete lifecycle to improve Mean Time to Repair (MTTR) and maintain data integrity.
Key responsibilities include coordinating service requests and dispatch workflows for field service teams, ensuring clear handoffs with accurate customer and fleet details, and timely execution against operational SLAs. For complex hardware or software faults beyond Level 1 scope, you compile diagnostic context, logs, and system states into standardized escalation packages before routing to Tier 2/3 service leads or engineering teams.
You serve as the entry point for all customer inquiries (internal and external), driving rapid issue resolution, maintaining fleet availability, and ensuring alignment across teams. You maintain stakeholder and customer communication throughout resolution processes and drive seamless shift handovers to guarantee continuous, uninterrupted coverage as global operations scale.
The ideal candidate loves solving complex puzzles, possesses meticulous organizational skills, excels at cross-functional collaboration, and thrives in fast-paced, small-team environments. You are a solution-first problem-solver who acts as a bridge between field realities and internal ambitions, constantly improving processes and elevating team morale. This is a full-time, second-shift position based in Austin, TX (hybrid).
