Senior Robotics Technical Support Engineer

Key responsibilities

* Diagnose complex failures across robotic hardware, software, controls, Linux, and networks.
* Analyze logs, telemetry, and system data to recreate failures and establish root causes.
* Troubleshoot sensors, cameras, actuators, conveyor systems, PLC/HMI interfaces, and calibrations.
* Develop API integrations and automated support workflows.
* Use GitHub and approved release processes for software changes.
* Use AI agents for diagnostics, data analysis, scripting, knowledge retrieval, and documentation.
* Validate AI outputs, troubleshoot agent interactions, and protect customer data.
* Lead high-severity incident calls, coordinate responders, and verify recovery with customers.
* Manage Salesforce cases and Jira issues with timely updates, clear ownership, and complete evidence.
* Partner with Program and Project Management, Engineering, Supply Chain, and Customer Success teams on technical risks and customer improvement.
* Coordinate Support, Field Services, and Deployment through commissioning and support handover.
* Coordinate safe recovery, field work orders, parts replacement and replenishment, and corrective actions through completion.
* Communicate technical findings, customer impact, and next steps to customers and leadership.
* Improve restoration times, customer experience, and reliability through measurable corrective actions.
* Mentor engineers and maintain knowledge articles, standard operating procedures, and runbooks.

Required qualifications

* Bachelor’s degree in Engineering, Computer Science, or Robotics, or equivalent practical experience.
* 7+ years of relevant experience; 3+ years resolving complex robotics or automation issues in a customer-facing role.
* Strong Linux/Unix administration and robotic hardware diagnostic skills.
* Network diagnostics across TCP/IP, switching, routing, VLANs, DNS, VPNs, and firewalls.
* Programming or scripting in Python, Bash, C++, Java, or similar languages; experience with GitHub.
* Experience with databases, SQL, log analysis, APIs, and AI agents or coding assistants.
* Kubernetes cluster management experience.
* Proven escalation ownership and sustained collaboration across engineering and service teams.
* Clear communication with customers, executives, and nontechnical stakeholders under pressure.
* Strong analytical judgment, attention to detail, and prioritization in ambiguous, urgent situations.

Preferred experience

* 3+ years leading technical incident calls or managing major incidents.
* Salesforce and Jira case management.
* MacTalk or similar motor commissioning tool.
* Studio 5000 Logix Designer or similar PLC programming and configuration software.
* Cloud infrastructure, virtual networks, compute, storage, messaging, and serverless automation.
* Computer vision, machine learning, motion planning, containers, and AI agent integrations.

Travel

* Less than 5% expected; may reach 20% or higher during training.

5120-2603HN