Senior Support Engineer
About The Position
As a Senior Support Engineer, you will help ensure the reliability and success of Sereact’s AI-powered robotic systems after deployment. You will serve as the primary technical contact for customers, diagnose complex hardware and software issues, drive timely resolution, and improve support tools and processes. This is a remote role based in the United States. Most support is delivered remotely, and the position calls for strong technical judgment, ownership, and clear customer communication, including status updates and concise report-outs during critical events and occasional evening or weekend coverage. Initial onboarding includes travel to Germany and customer sites in Europe. Periodic travel within North America may be required for deployments, critical service events, or customer escalations. The role follows a time-zone-based schedule: Eastern Time, 2:00 PM–12:00 AM; Central Time, 1:00 PM–11:00 PM; Mountain Time, 12:00 PM–10:00 PM; or Pacific Time, 11:00 AM–9:00 PM. Participation in an on-call support rotation is required.
Requirements
- Bachelor's degree in Computer Science, Engineering, Robotics, or a related field, or equivalent practical experience.
- At least 5 years supporting complex hardware/software systems in customer-facing environments.
- Experience with robotics, automation, or industrial equipment.
- Experience troubleshooting Linux-based systems using SSH, Docker, and command-line tools.
- Strong Python and Linux troubleshooting skills.
- Experience with Docker, SQL, networking fundamentals, and API-based systems.
- Excellent analytical problem-solving and root cause analysis skills.
- Exceptional written and verbal communication skills and a strong customer focus.
- Highly organized, with an ownership mentality and ability to manage multiple priorities.
- Comfort working independently in a fast-paced startup environment.
- Willingness to travel internationally for training and periodically throughout North America; travel is approximately 10%.
Nice To Haves
- Experience with AI, robotics, ROS, or autonomous systems.
- Experience with Kubernetes, cloud infrastructure, or DevOps tooling.
- Experience in warehouse automation, logistics, or industrial manufacturing.
Responsibilities
- Serve as the primary technical support contact for customers operating Sereact robotic systems.
- Provide timely remote support by diagnosing hardware, software, networking, and system integration issues using SSH, Docker, Python, logs, and diagnostic tools.
- Own customer incidents from initial report through resolution, providing clear communication, status updates, and executive-ready report-outs.
- Participate in an on-call support rotation for critical customer issues.
- Collaborate with software, robotics, deployment, and hardware teams to resolve complex technical issues.
- Perform root cause analysis and drive improvements to product reliability, support processes, documentation, and knowledge bases.
- Develop and improve internal support tools, customer dashboards, debugging utilities, and ticketing workflows.
- Support software updates, hardware upgrades, and system maintenance activities.
- Partner with deployment engineers to ensure smooth customer handoffs.
- Provide customer feedback that influences future product development.
- Proactively monitor deployment health and identify issues before they affect operations.
- Support field deployments and help establish best practices for the North American support organization.
Benefits
- Medical, dental, and vision insurance for the employee and dependents.
- 401(k) with 100% company match.
- 20 days of paid time off.
- Paid sick leave.
- Parental leave.
- Wellness or gym stipend.
- Learning and development support.
- Equity/bonus.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
