Support Enablement Specialist (Robotics) at Tutor Intelligence

Watertown, Massachusetts, United States

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Not SpecifiedCompensation

Junior (1 to 2 years), Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Robotics, AI, ManufacturingIndustries

Requirements

2+ years experience in technical support, support operations, or high-volume service environments (including strong hands-on troubleshooting background)
Proficiency with SQL and Excel/Google Sheets for querying, analysis and reporting on operational data
Experience building dashboards and visualizations with tools such as Metabase
Solid understanding of process design, documentation standards, knowledge-management best practices, and continuous improvement mindset
Comfortable collaborating across functions (Engineering, Field Ops, Support) and able to translate technical detail into actionable internal enablement content
Excellent written and verbal communication skills; an ability to distill complex technical issues into clear guides/training
Highly organized, self-directed, and proactive in identifying improvement opportunities

Responsibilities

Develop and maintain comprehensive support playbooks, troubleshooting guides, escalation workflows, and onboarding/training materials for support and field teams
Serve as the go-to person for support knowledge: keep our knowledge-base current, searchable, and aligned with best practices
Query and analyze operational/support data (SQL, Sheets/Excel) to identify recurring issues, training gaps, and process improvement opportunities
Build dashboards/visualizations (Metabase or similar) to monitor support/field enablement KPIs (e.g., time-to-resolution, knowledge base usage, incident recurrence, onboarding ramp time)
Collaborate with Engineering and Operations to triage systemic support issues, gather root-cause insights, turn those into training/knowledge updates, and validate post-fix documentation
Partner with the Support Manager to ensure consistent process adherence, coverage across shifts/sites, and accurate documentation/practices across global teams
Own enablement experiments: define metrics, implement pilot training/process changes, track outcomes and surface results to leadership

Skills

Key technologies and capabilities for this role

SQLExcelGoogle SheetsMetabasedashboardsdata analysistroubleshootingknowledge baseplaybookstraining materialsanalyticsKPIs

Questions & Answers

Common questions about this position

What experience is required for the Support Enablement Specialist role?

Candidates need 2+ years in technical support, support operations, or high-volume service environments with strong hands-on troubleshooting. Proficiency with SQL and Excel/Google Sheets for data analysis, plus experience building dashboards with tools like Metabase, is required.

Is this a remote position or does it require office work?

This information is not specified in the job description.

What is the salary or compensation for this role?

This information is not specified in the job description.

What kind of collaboration is expected in this role?

You'll work cross-functionally with Support, Engineering, and Operations teams, partnering with the Support Manager and collaborating across global teams and functions.

What makes a strong candidate for this position?

A strong candidate has a solid understanding of process design, documentation standards, knowledge-management best practices, and a continuous improvement mindset, along with excellent communication skills to distill complex issues into clear guides and the ability to collaborate across functions.

Tutor Intelligence

Leases AI-powered robots for manufacturing

About Tutor Intelligence

Tutor Intelligence specializes in leasing AI-powered robots for manufacturing and packaging tasks to factories in the United States. Their robots can perform various essential functions such as conveyor loading, end-of-line packing, kitting, palletization, and depalletization. The leasing model operates on a 12-hour flat rate, allowing factories to use the robots without the financial burden of purchasing them outright. This flexibility enables clients to adjust their automation needs based on demand, making it particularly appealing to small and medium-sized enterprises as well as larger facilities. Tutor Intelligence's hybrid human-artificial intelligence engine allows for rapid deployment of robots, reducing setup time from months to just minutes. The company's goal is to enhance operational efficiency in the industrial automation sector while providing cost-effective solutions for factories.

Boston, MassachusettsHeadquarters

2021Year Founded

$4.1MTotal Funding

SEEDCompany Stage

Industrial & Manufacturing, AI & Machine LearningIndustries

11-50Employees

Benefits

Health Insurance

Risks

Increased competition from companies investing in autonomous vehicle technologies.

MassRobotics' growth may lead to increased competition in the robotics sector.

Significant investments in drone technologies could shift focus from ground-based robotics.

Differentiation

Tutor Intelligence offers flexible leasing of AI-powered robots for manufacturing.

Their hybrid human-AI engine enables rapid robot deployment, reducing setup time significantly.

They provide cost-effective automation solutions without long-term financial commitments for factories.

Upsides

Growing demand for quick deployment solutions aligns with Tutor Intelligence's offerings.

Leasing robots as a service is gaining traction, benefiting Tutor Intelligence's business model.

Industrial automation market growth supports Tutor Intelligence's focus on AI and machine learning.

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