Product Support Engineer

Botrista•San Francisco, CA

5d•Hybrid

About The Position

We are looking for a hands-on Product Support Engineer to bridge customer operations and Product Engineering for our connected automation systems. This is a software-oriented, system-level role. You will troubleshoot complex product issues, support system integrations, prototype new capabilities, and work closely with Engineering to turn field problems into scalable long-term solutions. The ideal candidate is comfortable working across software, cloud, configuration, integrations, and connected hardware, with the ability to understand how the complete system behaves in real-world environments.

Requirements

Bachelor's degree in Computer Science, Computer Engineering, or a related technical field, or equivalent practical experience.
Hands-on programming or scripting experience and ability to read, debug, and modify existing source code.
Strong system-level troubleshooting and root cause analysis skills.
Strong sense of urgency and responsiveness when supporting customers and internal teams, with the ability to prioritize and act quickly on time-sensitive issues.
Comfortable working with connected hardware and physical systems as part of system-level investigation.
Strong customer-facing communication and ability to work effectively with Engineering teams.
Willingness to travel locally to customer sites when needed.

Nice To Haves

Experience with robotics, automation equipment, connected devices, or integrated hardware/software systems.
Experience integrating software with third-party platforms, APIs, or external devices.
Experience with Python, C/C++, or similar programming languages.
Experience developing diagnostic tools, prototypes, internal tools, or technical POCs.
Familiarity with cloud services, device telemetry, remote diagnostics, AI-enabled applications, or robotics integration.

Responsibilities

Develop prototypes, scripts, tools, and lightweight source-code changes to validate new features, AI-enabled capabilities, and system integrations before full product development.
Support proof-of-concept development and integration with emerging technologies, including AI and robotic systems.
Configure and support integrations between our products and external systems, platforms, and connected equipment.
Serve as a technical escalation point for complex customer and system issues and drive timely resolution.
Troubleshoot end-to-end across software, cloud, networking, configuration, integrations, and overall system behavior.
Maintain strong system awareness and recognize when physical components or device behavior may be contributing to an issue, while engaging the appropriate engineering team when needed.
Reproduce issues, analyze logs and system data, identify root causes, and develop effective recovery or troubleshooting procedures.
Work closely with Software and other Engineering teams to turn recurring field issues into reliable, scalable product solutions.
Proactively identify failure patterns and improve diagnostic tools, monitoring, and troubleshooting methods.
Visit customer sites when needed to investigate real-world product behavior, understand workflows, and translate field needs into actionable engineering feedback.
Analyze new integration or feature needs, define technical requirements, and identify practical implementation approaches.
Monitor product and software releases, communicate deployment updates, and serve as the main US point of contact for release communications and announcements.