Tier 1 Support Technician  Location: On-Site/In-Office | Golden, CO  About Prime Robotics  Prime Robotics is pioneering the future of warehouse automation. Our robots handle pallet retrieval, case picking, each picking, and rack automation across active, high-throughput warehouse environments. As we scale our on-prem, production-critical systems, system software reliability, integration, and operational excellence are core competitive advantages.  Our mission: to build resilient, high-performance systems that keep intelligent robotics running 24/7 in real warehouses.  About the Role  We are looking for a Tier 1 Support Technician to serve as the first point of contact for technical support across our customer sites. This is an entry-level role, so we're more interested in how you think and solve problems than what's on your resume.  What You'll Do  - Serve as the first point of contact for technical support requests from customer sites  - Troubleshoot hardware and software issues related to our Automated Guided Vehicle (AGV) systems and supporting infrastructure  - Document issues and resolutions in our ticketing system  - Escalate complex issues to Tier 2 support when needed  - Assist with monitoring customer site health and system uptime  Schedule: 10:00 AM – 7:00 PM or 11:00 AM – 8:00 PM (1-hour lunch) | One weekend per month on-call

Tier 1 Support Technician  Location: On-Site/In-Office | Golden, CO  About Prime Robotics  Prime Robotics is pioneering the future of warehouse automation. Our robots handle pallet retrieval, case picking, each picking, and rack automation across active, high-throughput warehouse environments. As we scale our on-prem, production-critical systems, system software reliability, integration, and operational excellence are core competitive advantages.  Our mission: to build resilient, high-performance systems that keep intelligent robotics running 24/7 in real warehouses.  About the Role  We are looking for a Tier 1 Support Technician to serve as the first point of contact for technical support across our customer sites. This is an entry-level role, so we're more interested in how you think and solve problems than what's on your resume.  What You'll Do  - Serve as the first point of contact for technical support requests from customer sites  - Troubleshoot hardware and software issues related to our Automated Guided Vehicle (AGV) systems and supporting infrastructure  - Document issues and resolutions in our ticketing system  - Escalate complex issues to Tier 2 support when needed  - Assist with monitoring customer site health and system uptime  Schedule: 10:00 AM – 7:00 PM or 11:00 AM – 8:00 PM (1-hour lunch) | One weekend per month on-call

• Investigate, troubleshoot, and remediate technical incidents for corporate customers • Perform initial triage and validation of incidents • Build and maintain strong relationships with customers • Collaborate with various internal teams • Train and mentor junior team members • Participate in developing documentation and knowledge base

• Troubleshoot and resolve various technical incidents for Acronis' corporate customers and partners across various software, networking, and hardware environments • Build and maintain strong relationships with customers and partners • Interact with the Engineering (Development, QA, Data Center Operations, etc.) and Business (Professional Services, Product Management, etc.) departments to efficiently resolve complex technical customer issues • Play your part in training and mentoring junior team members by sharing technical expertise and best communication practices • Participate in developing documentation, knowledge base, and technical articles on Acronis' products • Maintain deep knowledge of Acronis' operations and products to support customer requests in the best possible way • Stay up to date on the latest changes, trends, and technological advancements in the industry (Cloud, Storage, Virtualization, Business Applications, etc.)