Technical Support Specialist
Salary: ₱22,000 – ₱25,000 per month
About the Role
ASTRO ROBOTICS Service Inc., in partnership with Telexistence Inc. — a Japanese robotics company building autonomous robot systems for retail — is looking for a Technical Support Specialist to join our operations team in Metro Manila.
Our GHOST robot in the backrooms of convenience stores across Japan, autonomously restocking beverages on the shelves. Behind every smooth shift is a team of Pilots and Call Center Operators monitoring and guiding the robots in real time — and behind them is you.
In this role, you'll be the technical backbone for that frontline team. When something complex breaks or escalates, you're the one who figures it out — fast. You'll dig into root causes, coordinate with field and development teams, and make sure issues don't repeat.
This isn't just a ticket-closing role. We're looking for someone who connects the dots between what's happening on the ground and what needs to change in the product — and communicates that clearly, across teams and time zones.
What You'll Do
Core: Technical Support & Escalation
Provide expert technical support to Pilots and Call Center Operators managing GHOST robots
Swiftly diagnose and troubleshoot complex issues escalated from front-line staff
Own the escalation process — from triage through resolution — with clear communication at every step
Identify recurring failure patterns and feed insights back to the development team
Report product defects and improvement suggestions with enough context to be actionable
Cross-Team Collaboration
Coordinate with Field Support teams for on-site repairs, providing clear technical context before dispatch
Assist the Development team with software update rollouts and operational testing
Document troubleshooting procedures to build a knowledge base for the team
Support teammates and share technical know-how across the support organization
Why This Role Stands Out
You'll work at the intersection of robotics, AI, and real-world retail operations — few support roles offer this mix
Your escalations and bug reports directly influence product development — your observations shape what gets built next
Direct collaboration with Telexistence's engineering and field teams in Japan
A role where analytical thinking matters as much as technical depth — you'll need both
Fast-moving startup environment where the scope of your impact grows as the fleet scales
Experienced candidates may be considered for a higher salary rate, depending on relevant experience and qualifications. Final compensation will be discussed upon issuance of the Employment Offer.
Requirements
Must-Have
Bachelor's degree in Computer Science, Robotics, or a related field
2+ years of experience in technical support (startup or established tech company preferred)
Comfortable working in a Linux environment
Experience with remote troubleshooting and diagnostic tools
Strong analytical and problem-solving skills — you can break down a complex issue quickly
Strong written English communication skills (cross-time zone collaboration with Japan-based teams)
Ability to prioritize and execute calmly in high-pressure situations
Nice to Have
Familiarity with AI and machine learning concepts
Understanding of robotic systems and ROS (Robot Operating System)
Basic knowledge of VR systems or low-latency video transmission
Experience with cloud platforms, particularly Microsoft Azure
Background in retail operations, especially Japanese convenience store formats
Prior experience in software engineering, systems development, or application development
Work Location
Four E-Com Center, Pasay, Metro Manila
Ready to take the leap?
Apply now and be part of the revolution in robotics!
■Corporate Intro Video:
https://youtu.be/5Q8rIQ6HA4M?feature=shared
https://youtu.be/D0mbiUQgbXY?feature=shared
Official Website: tx-inc.com
■Recent News:
“KDDI, a leading Japanese telecommunications company that invests in TX, showcased their product, the AI shelf-stocking robot Ghost, at the 2025 exhibition in Barcelona under the theme 'Future Convenience and Store.' This product is exclusively supported by our company.”
＞https://www.youtube.com/watch?v=4EaaOgoQn18
https://k-tai.watch.impress.co.jp/docs/event/mwc2025/1668657.html
■Video of VR Operations:
https://drive.google.com/file/d/1z7AM1UrOOTvbrb3Scwrpsb2K0pk4le1_/view?usp=drive_link
Know more about us here!
Website: https://tx-inc.com/
Video: https://www.youtube.com/watch?v=D0mbiUQgbXY&t=2s