Technical Support Specialist - Warehouse Robotics & Automation at Exotec

📍 Job Overview

Job Title: Technical Support Specialist - Warehouse Robotics & Automation
Company: Exotec
Location: Atlanta, Georgia, United States
Job Type: Full-Time
Category: Technical Support & Customer Service
Date Posted: June 25, 2025
Experience Level: 2-5 years
Remote Status: On-site

🚀 Role Summary

Monitor and supervise Exotec's robotic systems deployed across North American client sites from the Atlanta Control Center.
Provide exceptional customer support, addressing client inquiries and resolving technical issues promptly.
Collaborate with cross-functional teams to troubleshoot complex technical problems and improve system reliability.
Maintain a flexible schedule, including overnight and weekend shifts.

📝 Enhancement Note: This role requires strong problem-solving skills and a customer-focused mindset. Prior experience in technical customer service or support roles, along with exposure to warehousing operations, will be highly beneficial.

💻 Primary Responsibilities

System Monitoring & Supervision: Oversee the performance of Exotec's robotic systems deployed at client sites, ensuring optimal functionality and addressing any issues that arise.
Customer Support: Handle customer inquiries and support requests, providing clear and concise solutions to technical problems.
Case Management: Accompany clients from beginning to end of case, ensuring all technical issues are resolved in a timely manner and maintaining open lines of communication.
Collaboration: Work closely with other members of the Maintenance team, as well as the head Control Center at Exotec's France headquarters, to solve complex technical issues.
Issue Escalation & Reporting: Report and escalate any issues that cannot be resolved at the initial level, ensuring they are addressed promptly and effectively.
System Reliability & Customer Service Improvement: Participate in initiatives aimed at improving system reliability and customer service, contributing to Exotec's continuous growth and success.

📝 Enhancement Note: This role requires strong problem management and resolution skills, as well as the ability to work effectively under pressure and maintain a calm demeanor when handling escalations.

🎓 Skills & Qualifications

Education: A bachelor's degree in a relevant field, such as Engineering, Computer Science, or a related discipline, is preferred but not required. Equivalent experience will also be considered.

Experience:

Prior experience in a technical customer service or customer support role, including comfort with handling and diffusing escalations.
Some exposure to warehousing, warehouse maintenance, or warehouse operations is highly desirable.
Robotic operations experience or an interest in robotic operations is a plus.

Required Skills:

Excellent problem-solving skills and a strong customer focus.
Strong communication and interpersonal skills, with the ability to explain complex technical concepts clearly and concisely.
Proficiency in using customer support software and tools.
Ability to work effectively in a team environment and collaborate with cross-functional teams.
Strong organizational skills and the ability to manage multiple cases simultaneously.
Flexibility with working a rotating shift schedule, including overnight and weekend work.

Preferred Skills:

Experience with warehouse management systems (WMS) or enterprise resource planning (ERP) systems.
Familiarity with robotic systems and automation technologies.
Knowledge of Lean Six Sigma principles or other process improvement methodologies.

📝 Enhancement Note: Candidates with experience in a technical customer service role and exposure to warehousing operations will be well-suited to this role. Prior experience with robotic systems or automation technologies is a plus but not required.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

A portfolio showcasing previous technical support or customer service projects, highlighting problem-solving skills and customer-focused approach.
Examples of successful case management, including complex technical issues resolved and positive customer feedback.
Demonstrations of effective communication and collaboration skills, such as team presentations or customer testimonials.

Technical Documentation:

Detailed case studies or project reports documenting technical support processes, issue resolution strategies, and customer service improvements.
Evidence of continuous learning and professional development, such as certifications or training courses related to technical support, customer service, or process improvement.

💵 Compensation & Benefits

Salary Range: The salary range for this role is $45,000 - $60,000 per year, depending on experience and qualifications. This estimate is based on market research for technical support and customer service roles in the Atlanta, Georgia, area.

Benefits:

Competitive hourly rate with shift differential + annual company and team bonus.
Comprehensive medical, dental, and vision coverage.
Generous vacation and time off policy.
401(k) with company match up to 5%.
Eligibility to participate in Employee Share Program after 1 year of employment.
Continuous opportunities for training and development.
Beautiful, new office space in midtown Atlanta.

Working Hours: This role requires a flexible schedule, including overnight and weekend shifts. The standard workweek is 40 hours, with shift differentials applied for non-standard hours.

📝 Enhancement Note: The salary range provided is an estimate based on market research for technical support and customer service roles in the Atlanta, Georgia, area. Actual salary offers may vary depending on the candidate's experience, qualifications, and the company's internal compensation structure.

🎯 Team & Company Context

🏢 Company Culture

Industry: Exotec operates in the robotics and automation industry, focusing on revolutionizing warehouse order fulfillment for retail and e-commerce brands. The company's innovative solutions combine artificial intelligence and high-performance hardware to optimize labor constraints and increase workplace safety.

Company Size: Exotec is a rapidly growing startup with over 1,000 employees worldwide. The company's exponential growth has led it to become the first industrial unicorn in France.

Founded: Exotec was founded in 2015 and has since expanded its operations across the globe, with a strong presence in North America, Europe, and Asia.

Team Structure:

The Control Center team is responsible for supporting Exotec's existing clients on a long-term basis, ensuring the continuous performance of the company's systems and client satisfaction around the clock.
The team works closely with other members of the Maintenance organization, including Integrator Performance Engineers, Maintenance Engineers, and Maintenance Technicians, as well as the head Control Center at Exotec's France headquarters.

Development Methodology:

Exotec employs a customer-centric approach to product development, focusing on continuous improvement and innovation to meet the evolving needs of its clients.
The company's agile development processes enable rapid iteration and adaptation, ensuring that its robotic solutions remain at the forefront of technological excellence.

Company Website: https://exotec.com/

📝 Enhancement Note: Exotec's focus on innovation and customer satisfaction creates an exciting and dynamic work environment for technical support professionals. The company's rapid growth and global presence offer ample opportunities for career development and growth.

📈 Career & Growth Analysis

Technical Support Career Level: This role is well-suited for candidates with 2-5 years of experience in technical customer service or support, seeking to advance their careers in a fast-paced and innovative environment. The role offers opportunities for professional growth and development within the technical support and customer service field.

Reporting Structure: The Technical Support Specialist reports directly to the Control Center Manager and works closely with other members of the Maintenance organization, as well as the head Control Center at Exotec's France headquarters.

Technical Impact: In this role, the Technical Support Specialist plays a critical role in ensuring the smooth operation of Exotec's robotic systems and maintaining high levels of client satisfaction. The successful candidate will have a significant impact on the company's ability to meet its clients' needs and drive growth.

Growth Opportunities:

Technical Specialization: As the Technical Support Specialist gains experience and expertise, they may have the opportunity to specialize in specific aspects of Exotec's robotic systems or automation technologies.
Team Leadership: With experience and demonstrated leadership skills, the Technical Support Specialist may have the opportunity to take on a supervisory or management role within the Control Center or Maintenance organization.
Cross-Functional Collaboration: The Technical Support Specialist may have the opportunity to collaborate with other departments, such as Sales, Marketing, or Product Development, to drive innovation and improve the customer experience.

📝 Enhancement Note: Exotec's focus on innovation and growth creates numerous opportunities for technical support professionals to develop their skills and advance their careers. The company's global presence and diverse client base offer exposure to a wide range of technologies and industries.

🌐 Work Environment

Office Type: Exotec's Atlanta office is a modern, collaborative workspace designed to foster innovation and creativity. The office features state-of-the-art technology, comfortable workspaces, and ample opportunities for collaboration and team building.

Office Location(s): Exotec's Atlanta office is located in midtown Atlanta, providing easy access to public transportation and numerous amenities.

Workspace Context:

Collaborative Environment: The Atlanta office features open workspaces, encouraging collaboration and communication among team members.
Technology & Tools: The office is equipped with the latest technology and tools, including high-speed internet, video conferencing equipment, and customer support software.
Cross-Functional Interaction: The office is home to various departments, providing ample opportunities for cross-functional collaboration and knowledge sharing.

Work Schedule: The Technical Support Specialist is required to work a flexible schedule, including overnight and weekend shifts. The standard workweek is 40 hours, with shift differentials applied for non-standard hours. Exotec offers competitive compensation and benefits packages to reflect the flexible nature of the role.

📝 Enhancement Note: Exotec's modern and collaborative work environment fosters innovation and creativity, providing technical support professionals with the tools and resources they need to succeed.

📄 Application & Technical Interview Process

Interview Process:

Phone Screen (30 minutes): A brief phone call to discuss the candidate's experience, qualifications, and fit for the role.
Technical Assessment (60 minutes): A hands-on assessment of the candidate's problem-solving skills, customer service experience, and familiarity with warehouse operations.
Behavioral Interview (60 minutes): A structured interview focused on the candidate's problem-solving approach, customer service skills, and cultural fit with Exotec.
Final Interview (60 minutes): A meeting with the Control Center Manager to discuss the candidate's qualifications, career goals, and fit for the role.

Portfolio Review Tips:

Highlight previous technical support or customer service projects that demonstrate strong problem-solving skills and a customer-focused approach.
Include examples of successful case management, such as complex technical issues resolved and positive customer feedback.
Showcase effective communication and collaboration skills through team presentations or customer testimonials.

Technical Challenge Preparation:

Familiarize yourself with Exotec's robotic systems and automation technologies, as well as the company's customer support software and tools.
Practice problem-solving exercises and customer service scenarios to demonstrate your ability to handle escalations and resolve technical issues.
Prepare questions to ask the interview panel about Exotec's products, services, or company culture to demonstrate your interest in the role and the organization.

ATS Keywords: Technical Support, Customer Service, Problem Management, Robotic Operations, Warehouse Operations, Collaboration, Technical Issue Resolution, Escalation Handling, Customer Inquiries, System Monitoring, Case Management, Process Improvement, Agile Development, Customer Satisfaction, Innovation, Global Presence, Career Development, Technical Specialization, Team Leadership, Cross-Functional Collaboration.

📝 Enhancement Note: Exotec's interview process is designed to evaluate the candidate's technical skills, problem-solving abilities, and cultural fit with the organization. The company values candidates who are passionate about innovation, customer service, and continuous learning.

🛠 Technology Stack & Web Infrastructure

Customer Support Software:

Zendesk
Freshdesk
Salesforce Service Cloud

Warehouse Management Systems (WMS):

Manhattan Associates
JDA Software (Blue Yonder)
SAP Extended Warehouse Management (EWM)
Oracle Warehouse Management System (WMS)

Enterprise Resource Planning (ERP) Systems:

SAP ERP
Oracle ERP Cloud
Microsoft Dynamics 365
NetSuite ERP

Robotic Systems & Automation Technologies:

Exotec's proprietary robotic systems and automation technologies
Other leading warehouse automation solutions, such as automated guided vehicles (AGVs), automated storage and retrieval systems (AS/RS), and pick-to-light systems

📝 Enhancement Note: Familiarity with Exotec's proprietary robotic systems and automation technologies, as well as other leading warehouse automation solutions, will be beneficial for candidates seeking to excel in this role. Experience with customer support software and tools is essential for success in this position.

👥 Team Culture & Values

Customer-Centric Focus: Exotec places a strong emphasis on customer satisfaction and strives to provide exceptional service to its clients. The company's customer-centric approach drives innovation and continuous improvement in its products and services.

Innovation & Continuous Learning: Exotec fosters a culture of innovation and encourages its employees to stay up-to-date with the latest technologies and industry trends. The company invests in the professional development of its team members, providing opportunities for training and growth.

Collaboration & Teamwork: Exotec values collaboration and teamwork, both within the company and with its clients. The company's global presence and diverse client base offer ample opportunities for cross-functional collaboration and knowledge sharing.

Exotec's Core Values:

Customer Focus: Exotec prioritizes the needs and satisfaction of its clients, driving innovation and continuous improvement in its products and services.
Innovation: The company fosters a culture of innovation, encouraging its employees to stay up-to-date with the latest technologies and industry trends.
Collaboration: Exotec values collaboration and teamwork, both within the company and with its clients, to drive success and growth.
Integrity: The company operates with the highest ethical standards, maintaining transparency and accountability in all its business practices.
Excellence: Exotec strives for excellence in all aspects of its operations, from product development and customer service to employee training and development.

📝 Enhancement Note: Exotec's customer-centric focus, commitment to innovation, and emphasis on collaboration create a dynamic and engaging work environment for technical support professionals. The company's core values provide a strong foundation for its culture and drive its success in the robotics and automation industry.

⚡ Challenges & Growth Opportunities

Technical Challenges:

System Monitoring & Supervision: The Technical Support Specialist must be able to quickly identify and resolve technical issues that arise in Exotec's robotic systems, ensuring optimal performance and minimizing downtime.
Customer Inquiries & Escalations: The role requires strong problem-solving skills and a customer-focused mindset to handle a wide range of customer inquiries and escalations, providing clear and concise solutions to technical problems.
Complex Technical Issues: The Technical Support Specialist may encounter complex technical issues that require collaboration with other members of the Maintenance team, as well as the head Control Center at Exotec's France headquarters, to resolve.
Continuous Learning & Adaptation: The role requires a strong commitment to continuous learning and adaptation, staying up-to-date with the latest technologies and industry trends in robotics and automation.

Learning & Development Opportunities:

Technical Training: Exotec offers comprehensive training programs to help its employees develop their skills and expertise in robotics, automation, and customer support technologies.
Industry Conferences & Events: The company encourages its employees to attend industry conferences and events, providing opportunities for networking and professional development.
Mentorship & Coaching: Exotec fosters a culture of mentorship and coaching, pairing new employees with experienced team members to help them succeed in their roles and advance their careers.

📝 Enhancement Note: Exotec's commitment to innovation, continuous learning, and professional development creates numerous opportunities for technical support professionals to grow and advance their careers within the organization. The company's global presence and diverse client base offer exposure to a wide range of technologies and industries.

💡 Interview Preparation

Technical Questions:

System Monitoring & Supervision: Describe your experience with system monitoring and supervision, and provide an example of a complex technical issue you've resolved in a customer support role.
Customer Inquiries & Escalations: Walk us through your approach to handling customer inquiries and escalations, and provide an example of a time when you successfully resolved a difficult customer issue.
Problem-Solving: Explain your problem-solving process and provide an example of a complex technical challenge you've faced in a previous role. Describe how you approached the issue and what steps you took to resolve it.

Company & Culture Questions:

Customer Focus: How do you ensure that you're meeting the needs of your customers, and what steps do you take to go above and beyond in your customer support role?
Innovation: Describe your approach to continuous learning and staying up-to-date with the latest technologies and industry trends. How do you apply this approach in your customer support role?
Collaboration: How do you collaborate effectively with other members of the Maintenance team, as well as the head Control Center at Exotec's France headquarters, to resolve complex technical issues?

Portfolio Presentation Strategy:

Customer Support Projects: Highlight previous technical support or customer service projects that demonstrate your strong problem-solving skills and customer-focused approach. Include examples of successful case management, such as complex technical issues resolved and positive customer feedback.
Communication & Collaboration: Showcase your effective communication and collaboration skills through team presentations or customer testimonials. Explain how you've worked with cross-functional teams to drive innovation and improve the customer experience.

📝 Enhancement Note: Exotec's interview process is designed to evaluate the candidate's technical skills, problem-solving abilities, and cultural fit with the organization. The company values candidates who are passionate about innovation, customer service, and continuous learning.

📌 Application Steps

To apply for this Technical Support Specialist - Warehouse Robotics & Automation position at Exotec:

Submit Your Application: Click the "Apply Now" button on the job posting and follow the prompts to submit your resume, cover letter, and any other required documents.
Customize Your Portfolio: Tailor your portfolio to highlight your technical support or customer service projects, focusing on problem-solving skills, customer-focused approach, and successful case management. Include examples of effective communication and collaboration skills, such as team presentations or customer testimonials.
Optimize Your Resume: Highlight your relevant experience, skills, and qualifications for the Technical Support Specialist role. Include specific examples of your problem-solving abilities, customer service experience, and familiarity with warehouse operations.
Prepare for Technical Assessment: Familiarize yourself with Exotec's robotic systems and automation technologies, as well as the company's customer support software and tools. Practice problem-solving exercises and customer service scenarios to demonstrate your ability to handle escalations and resolve technical issues.
Research Exotec: Learn about Exotec's products, services, and company culture. Prepare questions to ask the interview panel to demonstrate your interest in the role and the organization.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and technical support industry-standard assumptions. All details should be verified directly with Exotec before making application decisions.

Content Guidelines (IMPORTANT: Do NOT include this in the output)

Technical Support-Specific Focus:

Tailor every section specifically to technical support and customer service roles.
Include technical support methodologies, customer service best practices, and problem-solving techniques.
Emphasize customer-focused mindset, communication skills, and escalation management.
Address technical support team dynamics, cross-functional collaboration with other departments, and customer service improvement initiatives.

Quality Standards:

Ensure no content overlap between sections - each section must contain unique information.
Only include Enhancement Notes when making significant inferences about technical support processes, customer service strategies, or team structure.
Be comprehensive but concise, prioritizing actionable information over descriptive text.
Strategically distribute technical support and customer service-related keywords throughout all sections naturally.
Provide realistic salary ranges based on location, experience level, and technical support specialization.

Industry Expertise:

Include specific technical support software, customer support tools, and industry best practices relevant to the role.
Address technical support career progression paths and leadership opportunities within customer service teams.
Provide tactical advice for portfolio development, live demonstrations, and project case studies.
Include technical support interview preparation and customer service scenario guidance.
Emphasize problem-solving methods, customer service skills, and stakeholder communication for technical support roles.

Professional Standards:

Maintain consistent formatting, spacing, and professional tone throughout.
Use technical support and customer service industry terminology appropriately and accurately.
Include comprehensive benefits and growth opportunities relevant to technical support professionals.
Provide actionable insights that give technical support candidates a competitive advantage.
Focus on technical support team culture, cross-functional collaboration, and customer service improvement initiatives.

Customer Service & Problem-Solving Emphasis:

Emphasize customer-focused mindset, communication skills, and escalation management.
Include specific examples of problem-solving techniques, customer service best practices, and technical support methodologies.
Address customer service improvement initiatives, customer satisfaction metrics, and process optimization strategies.
Focus on technical support team dynamics, cross-functional collaboration, and customer service training and development.

Avoid:

Generic business jargon not relevant to technical support or customer service roles.
Placeholder text or incomplete sections.
Repetitive content across different sections.
Non-technical terminology unless relevant to the specific technical support role.
Marketing language unrelated to technical support, customer service, or problem-solving strategies.

Generate comprehensive, technical support-focused content that serves as a valuable resource for technical support and customer service candidates seeking their next opportunity and preparing for technical interviews in the customer service industry.

Technical Support Specialist - Warehouse Robotics & Automation