UFACTORY is a leader in robotic (specifically Cobot) automation, providing high-performance robotic arms for research, education, and industrial applications. We are looking for a Support Engineer to assist customers and prospects with technical inquiries related to our robotic arms and SDK. This is a customer-facing role focused on troubleshooting and technical guidance—we do not provide integration services. Additionally, we are working to enhance our technical documentation, and this role will play a key part in that effort.
This is an in person role based in NYC (Midtown Manhattan). We are not currently offering relocation or considering relocation candidates at this time
Role Overview
As a Technical Support Engineer, you will be the primary technical contact for customers, assisting them with software & hardware questions related to UFACTORY’s robotic arms. You will provide support for our SDK, APIs, and general operation, ensuring customers can effectively utilize our technology within their own systems. You will also help improve and expand our technical documentation to make troubleshooting and implementation easier for customers.
Key Responsibilities
Respond to customer inquiries via email, phone, and chat, providing technical support for software & hardware issues. Note this is a software focused role.
Assist customers in understanding and using UFACTORY’s SDK and APIs, but not performing integration.
Diagnose and troubleshoot robotic hardware, firmware, and software issues.
Document customer issues, solutions, and best practices in our ticketing system.
Collaborate with the engineering team to escalate and resolve complex technical issues.
Enhance and expand UFACTORY’s technical documentation, including FAQs, troubleshooting guides, and user manuals.
Requirements
Experience: 1+ years in a technical support or engineering role, preferably in robotics, automation, or industrial hardware/software.
Technical Skills:
Understanding of robot operating systems (ROS) and communication protocols (TCP/IP, Modbus, etc.).
Customer Support Skills: Excellent communication skills with the ability to explain technical concepts clearly.
Problem-Solving: Ability to diagnose and resolve issues efficiently while documenting findings.
Documentation Skills: Experience writing or contributing to technical documentation, user manuals, or FAQs.
Standout Qualifications
Strong experience with robotic SDKs, Python, C++, and API integrations.
Familiarity with robotics hardware and software, motion control, harmonic drives.
Experience working with UFACTORY robotic arms or similar automation hardware (UR, ABB, etc.)
Prior experience in a customer-facing technical support role.
Experience with Markdown, Git, or documentation platforms like Confluence, ReadTheDocs, or GitHub Pages.
Why Join UFACTORY?
Be part of a growing team in robotics and automation.
Work in a collaborative, technology-driven environment.
Opportunity to shape and improve technical documentation for a global customer base.
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