Service Desk Engineer

As a Service Desk Robotics Engineer, you'll report to our Head of the Service Desk Team.
This could be a great opportunity for you to join us You should have the right technical knowledge, understanding, and communication skills to diagnose, scale, and solve requirements from our robot fleet. You will also work to analyze robot data and convert it into new issues, enhancements, and features for other teams.

As a Service Desk Engineer, you will:

• Develop a deep understanding of how the fleet operates, including the interaction between its mechanical, electronic, software, and connectivity systems from multiple perspectives.
• Receive and track all issues, incidents, and accidents occurring during robot operation. This includes diagnosing and resolving software problems, as well as providing remote support to field operations personnel.
• Participate in the design, development, and testing of new fleet management software tools, and in automating the Service Desk metrics pipeline.
• Analyze available fleet data and translate it into actionable items—such as new features, issues, enhancements, and requirements—for the relevant teams (Autonomy, Hardware & Manufacturing, IT, Operations, Data, etc.). Likewise, communicate any required or helpful information related to those requirements.
• Take ownership of fleet management responsibilities, including managing the robot software update process.
• Maintain clear, respectful, and effective communication with other teams.

Location
: Primarily remote. Initial onboarding (2–3 weeks) will take place in Medellín, Colombia. Our office is located in El Poblado, one of the city's most popular and well-regarded areas. After the training period, remote individual work is available.

This job might be the right one for you if:
Education:
Background in Mechatronics, Electrical, Electronic, Control, Biomedical, Automation, or other related engineering fields. Final-year students (undergraduates in their last semesters) are also welcome to apply.

Hard Skills
:

• You need experience in:

• Python (basic to intermediate) or JavaScript

• SQL
• Git (basic)

• Working with API requests

• It's nice (not mandatory) if you have knowledge or experience with:

• Familiarity with Linux OS (Debian-based platforms, basic to intermediate)

• Docker
• Basic understanding of sensor technologies (e.g., laser sensors, 2D/3D LiDARs, stereo cameras, cameras, IMU, GPS) and communication protocols (Serial, I2C, CAN)
• ROS/ROS2 (basic level)
• Basic networking knowledge (LAN/WAN, SSH access)

Don't worry if you don't check every box—you'll learn a lot with us

Soft skills:

• Natural aptitude for troubleshooting and problem-solving
• Patience and persistence when debugging and investigating issues
• Ability to organize and present information in a clear and agile way
• Strong, respectful, and effective communication with both customers and coworkers
• Skill in generating and clearly communicating useful technical information to other teams
• Ability to manage multiple tasks and prioritize effectively

You might have also had:

• Experience in a help desk or technical support environment
• Spanish language skills (we're a Latin American startup)
• Experience launching or scaling a successful startup
• Interest in logistics, on-demand services, or marketplace platforms

Career Path:
Start as a Junior Service Desk Engineer and grow into a Mid-level role. Based on your performance, experience, and available opportunities across teams, you may transition into the Robotics Engineer career path.

What we offer you:
As your career progresses, we commit to develop and advance your career. We aim to put together personalized training for every employee through a blend of training that includes:

• Opportunity to join a fast-growing startup and help shape and establish the company's industry leadership in robotic last-mile delivery
• Competitive compensation package
• Targeted in-house training and on-the-job training and experience
• Tailored coaching
• Being part of one of the top Tech Start-Ups in Latin America that is operating in the US market

Level:
Junior/entry level. It could be ungraduated (last semester)