Robotics Technical Support (Teradyne, Costa Rica)

At Universal Robots, part of Teradyne Inc., Our vision is to create a world where people work with robots, not like robots. And as the market leader with 75,000+ collaborative robots (cobots) already installed worldwide, we’re well on the way to achieving it. We employ 1000+ people in offices across North America, South America, Europe and Asia and we’re growing all the time. Our team is made up smart, creative people working at the forefront of automation. Together we find innovative solutions to some of the most important manufacturing issues facing businesses today. We dare to do what others find impossible- working with advanced technologies to change in the way businesses operate, So if you’re looking to build your career with a ground-breaking technology company in dynamic environment with career advancement UR is the place for you. 

Our Purpose

TERADYNE, where experience meets innovation and driving excellence in every connection. We are fueled by creativity and diversity of thought and in our workforce. Our employees are supported to innovate and learn something new every day.

Opportunity Overview

The Technical Support Representative (TSR) provides frontline technical support to Universal Robots (UR) and Mobile Industrial Robots (MiR) customers and partners worldwide. This role acts as a key technical contact, diagnosing issues, documenting cases, and ensuring accurate escalation to engineering or specialized teams when required.

The TSR supports both UR cobots and controllers as well as MiR autonomous mobile robots and fleet management software, working closely with Customer Service Engineers (CSE), Field Service, and Global Support teams to deliver a high-quality customer experience.

Key responsibilities:

• Provide first-level technical support for UR cobots, controllers, and software as well as MiR robots, fleet systems, and navigation software. Diagnose and troubleshoot hardware, software, and application-related issues using established tools and documentation.
• Accurately document customer issues, actions taken, and resolutions in the support ticketing system.
• Case Management and escalation of complex issues to Customer Service Engineers following established procedures
• Participate in training, shadowing, and continuous learning programs to maintain technical proficiency across both UR and MiR product lines.
• Work closely with internal teams such as Customer Service, Engineering, Field Service, and Sales Support.
• This role provides Support coverage mainly to Americas time zones but may require schedule flexibility depending on business needs.
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All About You

We seek individuals who share our passion and determination. Our commitment to customer success drives us to go the extra mile. If you’re ready to join us in this mission, take a closer look at the minimum criteria for the position.

Minimum job requirements:

• Technical Degree in electronics, Mechatronics, Electromechanics, related field OR currently enrolled in a technical major.
• English and Spanish Proficiency (Verbal and Written)
• 1 year of experience in:

• • Technical support role, helpdesk, or technical customer service role.
  • Windows Operating System
  • Electrical or electromechanical systems

Preferred job requirements:

• Knowledge of Industrial automation or robotics.
• Experience supporting industrial equipment, robotics, automation, or manufacturing systems.
• Familiarity with:
  • PLCs, sensors, motors, or industrial controllers
  • Network basics (IP addressing, connectivity troubleshooting)
  • Autonomous mobile robots (AMRs) or collaborative robots (cobots)
• Experience working with CRM or case management tools (e.g., Salesforce or similar).

The ideal candidate will demonstrate the following behavioral traits:

• Excellent communication skills
• Outstanding customer service skills
• Ability to work with cross functional teams
• Strong problem-solving and analytical skills.
• Ability to follow structured processes and documentation
• Attention to detail.

*This position is not eligible for visa sponsorship.

Benefits:

Teradyne offers a variety of robust health and well-being benefit programs, including medical, dental, vision, life insurance, paid vacation & holidays, tuition assistance programs, and more. 

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