Technical Support Specialist

About Robin:Robin is reimagining workplace operations as a strategic function, and AI is at the core of how we get there. We help workplace teams bring order to the chaos by automating logistics, simplifying operations, and giving employees a seamless way to connect with the office. Today, our workplace operations platform is used by thousands of offices around the world.  At Robin, we believe the best connections and ideas come from being in the room together, so we work in person a few days a week. But we also build flexibility into every part of our product, and our culture, so people can do great work without burning out. Robin is hiring an entry-level Technical Support Specialist to support customers through thoughtful problem-solving, hands-on troubleshooting, and clear guidance on using Robin effectively. You’ll join a hybrid Boston-based team that works in person several days a week to collaborate quickly, learn together, and ship meaningful work. Why this role exists:As Robin continues to grow, more teams rely on us to keep their workplaces running smoothly. This role exists to ensure customers get thoughtful, accurate, and empathetic support when they need it - while helping Robin learn from every question, issue, and edge case. As a Technical Support Specialist, you’ll be on the front lines of the customer experience, translating real-world challenges into clear solutions and valuable feedback for our Product and Engineering teams.\n What you'll do:Support customers via chat, email, and phone by asking the right questions, diagnosing issues, and guiding them step-by-step to effective solutions with empathy and urgency.Troubleshoot in real time through screenshare sessions when hands-on support is needed.Escalate bugs and complex issues to Engineering, and partner with Product to clarify expected behavior.Document issues and resolutions clearly to support internal knowledge-sharing and customer self-service.Contribute to improving internal p