Technical Support Analyst - Contract to Hire

Simbe Robotics is a leading retail robotics company providing in-store intelligence solutions that help retailers optimize operations, improve shelf execution, and deliver valuable data insights. Our autonomous robots and multi-modal data collection systems are transforming how retailers manage inventory and make data-driven decisions. This is a contract role with potential to convert to full-time based on performance and business need. Position Overview Simbe is seeking a Technical Support Analyst with strong technical depth to investigate and resolve customer issues across our robotic and software systems. This role is a direct contributor. The expectation is to resolve a meaningful share of incoming issues, not route them. You will work with internal diagnostics, telemetry, system logs, and monitoring tools to diagnose problems at their root, and collaborate with Engineering and Operations to close them. As other team members focus on building and improving Simbe's support processes and infrastructure, this role will be a key contributor to the quality and capacity of the support team, helping shape how investigations are run and creating leverage through tooling and documentation. Simbe expects team members to use automation and AI tooling to multiply their impact. We hire people who continuously eliminate manual work through scripting, tooling, and AI-assisted workflows. Responsibilities Customer Issue Investigation and Resolution Investigate and resolve incoming customer issues using internal diagnostics, system data, logs, and support tooling. Analyze issues related to robot operation, scan quality, data accuracy, CV pipeline outputs, and system performance. Drive issues through to resolution, not just triage. Technical Troubleshooting Reproduce and analyze reported issues with rigor. Gather relevant data and diagnostic context. Work with Engineering and Operations to resolve issues that require cross-functional input, and provide thorough documentation when