Senior Support Engineer
About The Position
The Senior Support Engineer ensures the reliability and success of Sereact’s AI-powered robotic systems after deployment and serves as the primary technical contact for customers. The role diagnoses complex hardware, software, networking, and integration issues; owns customer incidents through resolution; and contributes to continuous improvement of support tools, processes, documentation, and product reliability. This is a remote position based in the United States. Most support is delivered remotely and requires sound technical judgment, ownership, and clear communication, including during evenings, weekends, and critical customer events. The role participates in an on-call rotation. Initial onboarding includes travel to Germany and customer sites in Europe, with occasional North American travel for deployments, critical service events, or customer escalations. The stated travel expectation is approximately 10%.
Requirements
- Bachelor’s degree in Computer Science, Engineering, Robotics, or a related field, or equivalent practical experience.
- At least 5 years of experience 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.
- Strong analytical problem-solving and root cause analysis skills.
- Excellent written and verbal communication skills and a strong customer focus.
- Strong organization, ownership, and ability to manage multiple priorities.
- Ability to work independently in a fast-paced startup environment.
- Willingness to travel internationally for training and periodically throughout North America, 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 and diagnose 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 communications, status updates, and executive-ready report-outs.
- Participate in an on-call support rotation for critical customer issues, including occasional evening and weekend coverage.
- 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.
- Travel to Germany and customer sites in Europe for initial onboarding, and travel periodically within North America for deployments, critical service events, or escalations.
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 or bonus.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Senior
