Service Support Engineer

Slip Robotics•Norcross, GA

About The Position

Slip Robotics is a B2B Robotics-as-a-Service company that deploys autonomous loading and unloading robots at warehouse and fulfillment sites across North America. The Service Support Engineer is the reliability execution layer within the Service Delivery organization and owns fleet-wide reliability for deployed products. The role establishes root cause analysis infrastructure and a preventative maintenance program to keep the fleet performing to specification as the company scales its enterprise accounts. The Service Support Engineer investigates failures beyond their initial characterization by Diagnostic Engineers, developing hypotheses, designing validation approaches, and conducting hands-on testing to confirm or eliminate root causes. The role drives failures through verified closure in partnership with Quality. It also builds preventative maintenance programs for legacy products, defining maintenance schedules, procedures, and intervals from field failure history, technical documentation, and hands-on product knowledge.

Requirements

3–6 years of experience in reliability engineering, sustaining engineering, field service engineering, or a closely related technical role with a strong failure analysis component.
Demonstrated experience conducting structured root cause analysis using formal methodologies such as 8D, FMEA, fishbone/Ishikawa, 5-Why, or equivalent.
Ability to produce formal RCA documentation, not just informal findings.
Hands-on electromechanical troubleshooting experience and ability to perform bench-level validation independently.
Ability to form, design, and execute hypothesis-driven test plans and conduct structured investigations without waiting for direction.
Strong technical writing skills for RCA reports, preventative maintenance procedures, and failure documentation usable by technical and non-technical audiences.
Comfort operating without established processes and ability to build structure where none exists.
Ability to travel up to 50%.

Nice To Haves

Experience in robotics, industrial automation, warehouse automation, EV systems, or a hardware-as-a-service environment involving assets deployed and operated at customer sites.
Prior experience building or formalizing a preventative maintenance program, including defining intervals, writing procedures, and deploying the program to a field team.
Familiarity with fleet monitoring tools, telemetry data, or operational dashboards used to identify failure trends across a distributed asset base.
Experience in a reliability or sustaining function absorbed by an operations or field services team rather than supported by a dedicated engineering organization.
Proficiency with Jira, Zendesk, Confluence, or similar platforms used for ticket management and technical documentation.

Responsibilities

Own fleet-wide root cause analysis for systemic failures across deployed products.
Conduct deeper analytical and hands-on investigations based on failure characterization from Diagnostic Engineers.
Form and test hypotheses through bench-level and field validation; design test protocols and execute them directly or with Diagnostic Engineers and Field Maintenance.
Produce formal RCA reports documenting failure evidence, causal chain, validated root cause, and corrective action recommendations.
Drive RCA findings to verified closure with Quality, including validation of corrective actions.
Distinguish systemic failure patterns from one-off incidents and escalate confirmed systemic issues through appropriate cross-functional channels.
Maintain the deployed fleet failure knowledge base, including RCAs, failure modes, corrective actions, and trend data.
Develop and deploy the preventative maintenance program for SlipBot and SlipLift ALRs, defining schedules, procedures, tasks, and intervals.
Partner with Field Maintenance and Field Engineering to validate PM procedures in the field and refine them based on technician feedback and observed outcomes.
Manage rollout and ongoing operation of the PM program across active customer sites, coordinating scheduled task execution with Field Maintenance.
Track fleet-wide PM compliance and work with Field Maintenance management to resolve execution gaps.
Update PM procedures as new failure modes are identified through RCA or field observation.
Guide the Diagnostic Engineering team on complex failure characterization, review initial analyses, and identify tickets that warrant fleet-level investigation.
Partner with Quality on corrective action validation and formal documentation and tracking to resolution.
Communicate confirmed systemic findings to the Field Engineering Manager, Quality, and, where appropriate, Engineering and Manufacturing, using structured documentation.
Support the Field Engineering Manager in developing reliability infrastructure, including documentation standards, RCA templates, PM tracking systems, and escalation criteria.
Contribute to Diagnostic Engineer development by sharing failure knowledge, explaining analytical methods, and building diagnostic capability across the Field Engineering team.