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Salary: USD 100,000 - 115,000 / annual
10Beauty is a robotics startup based in Burlington, MA that has raised $70M to build the world's first fully autonomous manicure machine. The company has pre-sold 1,000 machines to major retailers including Ulta Beauty and Nordstrom, with the first robot launched at Ulta Beauty in Everett in November 2025.
As a Technical Support Engineer, you will serve as the first point of contact for Level 1 technical support, diagnosing and resolving issues with deployed robotic systems. You'll work directly with field personnel and customers to troubleshoot hardware, software, networking, and connectivity problems using remote access tools and direct communication via phone, chat, and video.
Key responsibilities include: diagnosing and resolving technical issues in production environments; guiding field personnel and members through troubleshooting steps; escalating complex issues to Level 2 support and engineering teams; documenting issues, root causes, and resolutions in ticketing systems; monitoring system health alerts and responding proactively; partnering cross-functionally with Engineering, Product, Operations, and Field Service teams; contributing to knowledge base documentation; identifying patterns in support requests to improve product performance; and participating in weekend support coverage (Wednesday–Sunday retail hours).
You should have 3+ years of experience in technical support, support engineering, or customer-facing engineering roles within hardware, robotics, IoT, embedded systems, or connected device environments. Required skills include the ability to diagnose and troubleshoot both hardware and software issues in production; experience with ticketing systems and remote support tools; comfort analyzing logs and technical error reports; strong verbal and written communication; and the ability to explain technical concepts to non-technical users. Familiarity with Linux, networking, APIs, or scripting is a plus. You must be a self-starter comfortable in a fast-paced startup environment and willing to work a Wednesday–Sunday schedule.
