Technical Solutions Associate

Team: Operations

Location: Nationwide

Commitment: Full-time

Workplace Type: remote

Deployment & Site Support

• Support new hospital deployments from pre-installation planning through go-live.
• Assist with site readiness activities, including network requirements, robot configuration, mapping support, workflow validation, and go-live preparation.
• Provide onsite technical support during installations, upgrades, and customer deployments.
• Help validate robot operation in live hospital environments, including route testing, elevator usage, door integrations, RFID workflows, and customer acceptance testing.
• Coordinate with internal teams and customer stakeholders to resolve blockers during deployment.
• Capture field observations and feed them back into internal teams to improve future deployments.
 

Technical Troubleshooting & Support

• Investigate technical issues involving robots, site infrastructure, cloud services, integrations, and customer environments.
• Use robot logs, bagfiles, telemetry, and cloud service logs to diagnose installation and deployment issues.
• Support L2/L3 escalations under the guidance of senior technical team members.
• Troubleshoot issues related to Linux systems, networking, WiFi, cloud connectivity, databases, and integration workflows.
• Compare expected behavior against working systems, documentation, logs, and test results to identify likely root causes.
• Partner with Engineering, Support, and Field Operations to drive issues toward resolution.

Customer-Facing Solution Work

• Join customer discovery, planning, and deployment calls to understand workflows, site constraints, and technical requirements.
• Support Solution Architects and senior team members with workflow analysis, site documentation, configuration planning, and deployment preparation.
• Communicate clearly with both technical and non-technical stakeholders, including hospital IT, Facilities, clinical staff, support teams, and internal engineering teams.
• Help translate customer needs and field realities into actionable technical and operational plans.
• Support customer training, go-live activities, and early adoption as needed.

Documentation, Playbooks, & Process Improvements

• Contribute to installation playbooks, troubleshooting guides, checklists, training materials, and internal documentation.
• Document lessons learned from deployments, support escalations, and field visits.
• Identify gaps in current processes and help create lightweight, practical improvements.
• Support internal operations systems and process improvement projects as business needs evolve.
• Help build repeatable practices that allow the team to scale without relying entirely on tribal knowledge.

Internal Systems & Special Projects

• Take on cross-functional operational projects that may span Support, Field Operations, Solutions, Customer Success, Sales, Product, or Engineering.
• Learn new tools, systems, and workflows quickly as company needs change.
• Help evaluate, improve, or administer internal systems used to support deployments, support operations, customer communication, or reporting.
• Build credibility as a dependable owner for ambiguous problems that do not fit cleanly into one team or function.

Required Qualifications

• 0–3 years of experience in a technical, operations, support, implementation, software, IT, field services, or solution delivery role.
• Technical foundation in computer science, information systems, engineering, IT, or a related field.
• Comfort with Linux command line usage and basic file system navigation.
• Basic understanding of networking concepts such as IP addresses, DHCP, DNS, ports, firewalls, WiFi, and VPNs.
• Experience with Python or another scripting/programming language.
• Basic familiarity with databases, logs, APIs, or cloud-connected systems.
• Familiarity with cloud services such as AWS, GCP, or Azure.
• Strong written and verbal communication skills.
• Ability to work directly with both technical and non-technical stakeholders.
• Willingness to travel 20–40% to customer sites.
• Ability to work professionally in hospital and healthcare environments.
• Curiosity, ownership, and willingness to learn complex systems independently.

Preferred

• Experience with robotics, autonomous systems, hardware/software deployments, IT infrastructure, or field engineering.
• Experience reading logs, debugging technical issues, or comparing behavior across working and non-working systems.
• Exposure to cloud logging, monitoring tools, telemetry, or customer support systems.
• Experience with SQL, data analysis, or operational reporting.
• Experience supporting demos, customer implementations, or product rollouts.
• Experience working with cross-functional teams in a fast-paced environment.
• Prior exposure to healthcare, logistics, facilities systems, or enterprise customer environments.
• Located in the Southeast or Midwest.

Traits That Will Make You Successful

We are looking for someone who wants to grow into a trusted cross-functional technicaloperator. The right person will be:

Curious

You want to understand how systems work, how pieces fit together, and why something failed.You are not discouraged by unfamiliar tools or ambiguous problems.

High Ownership

You take responsibility for outcomes, follow through on commitments, and see ownership as anopportunity to build trust and influence.

Flexible

You are comfortable moving between unrelated but equally important work: customer calls,onsite deployments, technical logs, process documentation, internal tools, and special projects.

Self-Directed

You do not wait passively for perfect documentation or step-by-step instructions. You ask goodquestions, test assumptions, compare against working examples, and use critical thinking tomake progress.

Personable and Clear

You can communicate effectively with engineers, executives, hospital IT teams, facilities staff,nurses, and support agents. People trust you because you are clear, calm, practical, and easyto work with.

Success Metrics

Within your first six months, you will be expected to:
• Independently complete a Relay Platform upgrade end to end, including prework, installation process, and onsite execution.
• Provide onsite technical support for a new customer installation.
• Use bagfiles and robot logs to diagnose robot issues in an installation context.
• Use cloud service logs to diagnose integration issues in an installation context.
• Support selected L3 escalations under guidance from senior team members.
• Contribute to installation-related technical materials, troubleshooting guides, and playbooks.
• Build strong working relationships with Support, Field Operations, Engineering, Solutions, and Customer Success.
• Demonstrate increasing independence in ambiguous technical and operational situations.

Why Join Us?