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We are an innovative, Vancouver-based startup at the forefront of robotics, AI, and machine vision technologies. Backed by VC funding and recognized as a 2024 BCTIA Growth Award winner, we are on a mission to redefine the future of AI-driven robotic vision systems. 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.
We look forward to hearing from you!
