Senior Technical Support Engineer (Hardware & Software)
About The Position
Join a team supporting one of the world’s largest fleets of autonomous mobile robots operating in real-world customer environments. We are seeking a Senior Technical Support Engineer who thrives on solving complex technical challenges spanning hardware, software, cloud infrastructure, data analytics, and customer operations. This is a highly visible role where you’ll work directly with customers, engineering teams, and business stakeholders to ensure the performance and reliability of advanced robotic systems deployed at scale. The ideal candidate is a skilled troubleshooter who enjoys digging into logs, telemetry, dashboards, databases, and hardware systems to identify root causes and drive long-term solutions.
Requirements
- Bachelor’s degree in Computer Science, Engineering, or another STEM-related field
- 6+ years of experience in technical support, systems engineering, field engineering, solutions engineering, or a similar customer-facing technical role
- Experience troubleshooting both hardware and software systems
- Working knowledge of Linux and command-line tools
- Experience with SQL, BigQuery, or similar data platforms
- Experience building dashboards and visualizations using Tableau, Grafana, Power BI, or similar tools
- Strong analytical, troubleshooting, and communication skills
- Experience working cross-functionally with customers, engineering teams, and business stakeholders
Nice To Haves
- Robotics, automation, autonomous systems, IoT, industrial equipment, networking, telecommunications, or other complex technical environments
- Customer-facing escalation support
- Fleet monitoring and operational analytics
- Experience working with OEMs, service providers, or external technical partners
Responsibilities
- Support the hardware and software systems powering a large fleet of autonomous robotic platforms
- Monitor deployed systems using cloud-based tools, telemetry, and operational dashboards
- Investigate customer-reported issues and drive resolution through root cause analysis and corrective action
- Analyze logs, SQL queries, system metrics, and operational data to solve complex technical problems
- Serve as a technical escalation point for customers, partners, and internal teams
- Lead customer-facing technical discussions and issue resolution efforts
- Collaborate closely with Engineering, Product, Operations, and Account Management teams
- Act as a subject matter expert for robotic systems, cloud infrastructure, and supporting technologies
- Drive continuous improvement initiatives that enhance product performance and customer satisfaction
- Create and maintain dashboards, reports, and operational metrics
- Mentor junior engineers and contribute to team development and best practices
- Provide customer training and occasional on-site support as needed
Benefits
- Annual performance bonus
- Stock options / equity program
- 401(k) with company match and immediate vesting
- Medical, dental, and vision coverage
- HSA with employer contributions
- Life and disability insurance
- Pet insurance
- Accrued paid time off
- Paid sick leave
- 10 paid company holidays
- Winter company shutdown
- Daily on-site lunch
- Access to on-campus gym, pool, and tennis courts
- Professional development and continuous learning opportunities
- Overtime eligibility
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What This Job Offers
Job Type
Full-time
Career Level
Senior
