Senior Support Engineer

You will provide remote technical support for deployed robotic systems, manage customer incidents through resolution, and participate in on-call coverage. You will troubleshoot hardware, software, networking, and integration issues, improve support tools and workflows, monitor deployment health, and support deployments and maintenance.

Responsibilities

• Serve as the primary technical support contact for customers
• Diagnose hardware, software, networking, and system-integration issues remotely
• Own customer incidents from report through resolution
• Provide customer status updates and executive-ready report-outs
• Participate in an on-call support rotation
• Collaborate with software, robotics, deployment, and hardware teams
• Perform root-cause analysis and improve reliability, support processes, documentation, and knowledge bases
• Develop support tools, dashboards, debugging utilities, and ticketing workflows
• Support software updates, hardware upgrades, and maintenance
• Monitor deployment health and identify issues proactively
• Support field deployments and North American support practices

Requirements

• 5+ years supporting complex hardware and software systems in customer-facing environments
• Experience with robotics, automation, or industrial equipment
• Experience troubleshooting Linux systems with SSH, Docker, and command-line tools
• Python and Linux troubleshooting skills
• Experience with Docker, SQL, networking, and API-based systems
• Root-cause analysis skills
• Willingness to travel internationally for training and periodically within North America

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• 401(k) with 100% company match
• 20 days paid time off
• Paid sick leave
• Parental leave
• Wellness or gym stipend
• Learning and development support
• Equity
• Bonus