Field Reliability Engineer

Tutor Intelligence • Watertown, MA

8d • Onsite

About The Position

Tutor Intelligence is hiring a Field Reliability Engineer to lead investigation and resolution of the most difficult technical problems across its robot fleet. The role is based in Watertown, Massachusetts, involves travel to customer sites 50–75% of the time, and reports to the Head of Robot Operations and Reliability.

The Field Reliability Engineer owns complex failure cases from the first report through a verified fix. The work includes reviewing logs, telemetry, and parts history; testing theories on robots with tools such as a multimeter or oscilloscope; conducting root-cause analysis; and developing an action plan with the engineering owner of affected hardware. The engineer proposes fixes, sets root-cause priority among open escalations, and follows fixes through Engineering and Manufacturing so they are applied to deployed robots and incorporated into robots not yet shipped. They participate in design reviews for fixes they drive, check results against fleet data, and close failure modes only after repeat failures stop.

The role also leads the first installation of each new robot model, design, or application; runs major upgrade campaigns; and takes major customer escalations as part of a shared national rotation. Each job concludes with a written procedure and a regional technician trained to perform the work.

The successful candidate is a sharp communicator comfortable working across electronics, firmware, and software, with mechanical skills a plus. This may be a first engineering role for someone with aptitude and hands-on experience or a next step for an experienced field engineer. Candidates should be curious about why failures happen, use data to make decisions, and take ownership until the work is complete.

The role offers paths into engineering, where Field Reliability Engineers work closely with Members of Technical Staff and may progress to designing future robots, or into leading field reliability as the fleet and regional technician network grow.

Requirements

• 1 to 7 years of experience in field engineering, controls, automation, test or hardware engineering, or senior field service on robotic or industrial automation systems.
• Demonstrated record of resolving complex failures, with clear documentation of root cause, fix, and measured result.
• Structured troubleshooting across electrical, mechanical, networking, and software systems.
• Ability to read schematics, wiring diagrams, and mechanical drawings.
• Working knowledge of Linux, the command line, and system logs.
• Experience using scripting or AI tools to analyze data, run checks, and prepare reports.
• Experience leading root-cause investigations with engineering teams and driving corrective actions to completion.
• Experience training technicians and writing clear procedures.
• Strong written and verbal communication with technicians, engineers, customers, and leadership.
• Comfort working in warehouse and manufacturing environments.
• Ability to travel 50 to 75% of the time, sometimes on short notice.

Nice To Haves

• Degree in mechanical, electrical, mechatronics, or a related engineering field.
• Experience with robot arms, vision systems, lidar, or mobile robots.
• Experience with failure analysis or reliability methods such as FMEA, Weibull analysis, or teardown analysis.
• Experience commissioning or installing new automated systems.
• Background in fulfillment, logistics, manufacturing, or food and beverage operations.

Responsibilities

• Own complex robot failure cases from initial report through investigation, resolution, and verification.
• Review logs, telemetry, and parts history and test theories on robots using diagnostic equipment.
• Conduct root-cause analyses and develop action plans with engineering owners of affected hardware.
• Propose fixes and set root-cause priority among open escalations.
• Drive corrective fixes through Engineering and Manufacturing so they are applied to deployed robots and incorporated into robots not yet shipped.
• Participate in design reviews for fixes the engineer drove and validate results against fleet data.
• Lead the first installation of each new robot model, design, or application.
• Run major upgrade campaigns and handle major customer escalations on a shared national rotation.
• Write procedures for completed work and train regional technicians to perform it.

Benefits

• Fully employer-covered health insurance.
• Managed 401(k).
• Unlimited PTO and all federal holidays off for full-time salaried employees.
• For hourly employees: 16+ days of accrued paid time off and 1.5x pay on federal holidays.
• Regular in-office meals and team social events throughout the year.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed