Job Description

About Us

Vikara AI builds intelligent, automation-first solutions that power modern operations across robotics, manufacturing, research, and enterprise workflows. We partner with industry-leading clients to deliver reliable, scalable AI and automation systems with exceptional support.

We are looking for a Junior Support Analyst to assist one of our robotics clients by troubleshooting recurring errors, reviewing logs, and ensuring smooth daily operations.

Overview

The Junior Support Analyst will be responsible for first-line troubleshooting of issues reported by a robotics client. You will diagnose problems using SOPs, video walkthroughs, and training materials, and escalate complex issues to senior engineers when needed.

This is an excellent role for someone early in their career who enjoys problem-solving, learning new systems, and supporting customers in a highly technical environment.

Key Responsibilities

Monitor and respond to incoming error reports from the robotics system (tickets, logs, alerts). Diagnose routine issues using provided documentation, training videos, and troubleshooting guides. Perform step-by-step resolution activities, ensuring fixes follow the client's defined SOPs. Document each fix clearly, including root cause, resolution steps, and time to repair. Flag frequently recurring issues and share patterns with the engineering team. Escalate issues that fall outside standard troubleshooting workflows. Maintain updated internal knowledge base articles and help improve training materials. Support the client by ensuring timely communication and clear status updates. Assist senior engineers with follow-up analysis when required (e.g., log reviews, replication testing).

Required Skills & Qualifications

1-2 years of experience in technical support, IT helpdesk, QA, or operations support. Strong problem-solving skills and comfort working methodically through instructions. Ability to learn new technical systems quickly (training will be provided). Good communication skills to explain issues and resolutions clearly. Basic familiarity with tech tools like ticketing systems, spreadsheets, or log viewers. Ability to stay organized and document work accurately. A proactive mindset and willingness to dive into details.

Work Schedule

This role operates in a

rotational shift system

. Candidates must be comfortable working across the following shifts:

Shift 1:

9:00 AM - 6:00 PM

Shift 2:

5:00 PM - 2:00 AM

Shift 3:

1:00 AM - 10:00 AM
Job Type: Contractual / Temporary

Pay: ?200,000.00 - ?300,000.00 per year

Benefits:

Work from home
Application Question(s):

Required Please indicate your preferred shift among the following:

1. Shift 1: 9:00 AM - 6:00 PM
2. Shift 2: 5:00 PM - 2:00 AM
3. Shift 3: 1:00 AM - 10:00 AM"

Expected Start Date: 15/12/2025