Technical Support Specialist

Full job description
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.

Role Overview As a Technical Support Specialist at Apera AI, you will deliver expert-level technical support by resolving complex software and hardware challenges in customer automation cells. You will troubleshoot issues in Apera's AI-powered robotic vision software (Vue) and simulation tool (Forge), providing responsive solutions via phone, email, and chat. Reporting to the Application Engineering Manager, you'll collaborate closely with Field Application Engineers, Robotic Solutions Engineers, and the Product Team. Your work directly impacts customer satisfaction and reinforces Apera's reputation for industry-leading technical support.

Employee Value Proposition (EVP)

Purpose: You'll provide critical support that enables customers to achieve their operational efficiency goals, reinforcing their trust in Apera's solutions.

Growth: Gain deep technical exposure and advanced troubleshooting skills with our AI-driven automation solutions, becoming an expert in Vue and Forge. Build proficiency in technical communication, incident management, and process automation.

Motivators: Solve complex technical challenges, support customers through critical moments, and become the go-to technical expert in our rapidly growing company.

Performance Objectives

Within 3 Months:

Successfully manage and resolve at least two critical production downtime events.

Clearly communicate issue status and coordinate escalations to Engineering for timely resolution.

Accurately reproduce and document at least two customer-reported bugs, enabling quick resolution by Engineering.

Become proficient in best practices for automation cell design and provide informed guidance to customers in four distinct application scenarios.

Within 6 Months:

Independently resolve at least 80% of incoming support tickets, demonstrating comprehensive mastery of Vue and Forge functionalities.

Maintain compliance with defined Service Level Agreements (SLAs) for Time to First Response and Time to Resolution, ensuring thorough, permanent solutions.

Update and expand the knowledge base weekly, ensuring accuracy and ease of use.

Create and implement at least three process automations or customer self-service improvements, leveraging emerging technologies to scale technical support.

Document a minimum of three user experience gaps and propose actionable solutions, supported by customer insights and data.

Critical Subtasks

Troubleshoot complex customer issues remotely via diagnostic tools, delivering reliable solutions.

Maintain clear, proactive communication with customers and internal stakeholders during incident resolution.

Track bug resolution progress and ensure fixes resolve customer issues.

Provide technical documentation and knowledge base articles to prevent recurring customer issues.

About You

Highly accountable and resourceful, demonstrating persistence and curiosity.

Rapid learner who thrives on solving complex problems.

Strong communicator who genuinely enjoys helping customers succeed.

Desired Qualifications

Minimum of 2 years of technical support, field service, or automation engineering experience.

Bachelor's degree in engineering, computer science, or related field (or equivalent practical experience).

Experience with industrial automation, robotic systems, or vision technology.

Proven problem-solving skills and ability to work independently.

Strong written and verbal communication skills for customer interactions.

Proficiency with remote diagnostic and troubleshooting tools.

Ability and willingness to travel occasionally for in person training within Canada and the US.

Adaptable to a fast-paced work environment with shifting priorities.


Why Join Us?

People are our greatest strength they are friendly, smart, and driven to build amazing products; we tackle challenges as a team, we are close-knit and scrappy. We also offer competitive total compensation, health benefits, and vacation. Our teams are motivated, talented, hardworking and have an entrepreneurial spirit. We enjoy making large impact, solving challenging problems rooted in real-world physics using science, imagination, creativity, and persistence.

What do we offer?

A chance to make a difference. People are our greatest strength they are friendly, smart, and driven to build amazing products; we tackle challenges as a team, we are close-knit and scrappy. Our teams are motivated, talented, hardworking and have both an intrapreneurial and entrepreneurial spirit. We enjoy making a large impact, solving challenging problems rooted in real-world robotic vision optimization using science, imagination, creativity, and persistence.
Build your skills. Build your career. We don't just promise opportunities—we back them with personalized development plans, annual learning budgets, and time dedicated to innovation. Come for the mission, stay to master it.
Equity that empowers. As an employee-owned company, every Aperian receives a meaningful stock-option package, because we succeed together. You don't just contribute; you get a share of the upside.
Straightforward compensation. At Apera AI, we believe that transparency and fairness are key to building a thriving team. For this Technical Support Specialist role, we offer a competitive base salary range of $70,000 to 78,000 CAD.
This range reflects the base salary for a highly qualified candidate. The final offer will depend on a range of factors including your unique skills, experience, contributions to team diversity, and the value you bring to our vision of transforming industrial automation with AI-powered vision systems.