Technical Support Specialist

Apera AI helps manufacturers make their factories more flexible and productive. Robots enhanced with Apera’s software have 4D Vision – the ability to see and handle objects with human-like capability. Challenging applications such as bin picking, sorting, packaging, and assembly are now open to fast, precise, and reliable automation. Apera is led by an experienced team from high-growth companies focused on robotics, artificial intelligence, and advanced manufacturing.

Apera AI is looking for an experienced Technical Support Specialist to support our vision-guided robotics applications. This role requires experience with technical and application support, hands-on skills to resolve software and application issues. The ideal candidate is customer-focused and skilled in troubleshooting, with a strong background in technical support operations and customer-facing interactions.  At Apera AI, we’re revolutionizing vision-guided robotics with cutting-edge software solutions. We’re proud to have won the **2024 BCTIA Growth Award**, recognizing our rapid growth and innovation. As a key contributor in this role, you’ll have a significant impact on our expanding business, helping us scale while maintaining the exceptional customer experience we’re known for.

Your Role

As a Technical Support Specialist, you will: 

• Serve as the primary contact for customer inquiries via phone, email, and support tickets, guiding users through product setup, usage, and basic troubleshooting.
• Diagnose and resolve software and hardware issues by following established procedures and identifying practical solutions.
• Create and maintain support resources, including step-by-step guides, FAQs, and troubleshooting documentation, to enrich our knowledge base.
• Identify and escalate complex technical problems to specialized support teams for resolution.
• Collect and relay customer feedback to help improve our products and enhance usability.

What You Bring

• Bachelor’s degree in engineering, Computer Science, or a related technical field is an advantage, though equivalent hands-on experience is highly valued. 
• 3+ years in a technical or customer support role, preferably within imaging, robotics, software, or similar industries. 
• Ability to translate technical concepts into simple terms for users of all backgrounds.
• Proficiency in troubleshooting and problem-solving technical challenges.
• Strong verbal and written communication skills with a friendly, patient approach.
• Mindset Passionate about customer service and driven to help users succeed.

What we offer 

Apera AI offers a highly competitive compensation package as well as a career track that is filled with growth opportunities. As a fast-growing company, we are always looking for ways to expand and improve, and we want our employees to grow and develop with us. Additionally, we offer a generous employee stock option plan, which allows our team members to share in our success. Lastly, we pride ourselves on fostering a creative work environment where our team members can thrive alongside other ambitious and talented individuals. Typical base salary range in Vancouver is $57,000-$82,000.

We look forward to hearing from you!