Technical Support Engineer (Robotics)

Tutor Intelligence • Watertown, MA

5d

About The Position

Tutor Intelligence is a robotics research and deployment company that builds robot hardware and artificial intelligence and operates a fleet of robots in factories and warehouses. The Technical Support Engineer is the first engineering contact for robot escalations from customer-facing support teams. The role diagnoses issues remotely using logs, telemetry, and video; restores robots to production; and helps maintain fleet uptime. It also addresses recurring causes through small robot-side fixes, customer-facing UI improvements, clearer hardware error messages, and support playbooks. Larger issues are tracked with data and raised to the core software team with actionable evidence. The initial focus is the Cassie platform. The role requires independent, reliable work with limited oversight and frequent interruptions when robots need help.

The position has a fixed weekday shift, either 7:00 a.m.–3:00 p.m. ET or 11:00 a.m.–7:00 p.m. ET. During shift hours, the Technical Support Engineer is the first engineering point of contact for escalations from the 24/7 support team, with a software engineer on-call as backup. The role also shares a nights-and-weekends on-call rotation with the engineering team; after-hours coverage may increase as the team grows.

Requirements

• Experience debugging production software, particularly software that relies on hardware; robotics experience is not required.
• Comfort reading and writing Python and navigating a large codebase written by others.
• Ability to write reliable, maintainable code that follows team conventions, and to test, debug, and integrate one's own work.
• Fluency with the Linux command line, SSH, and reading logs.
• Ability to communicate progress, blockers, and tradeoffs clearly to engineers and non-engineers, including under time pressure.
• Ability to document work clearly through ticket updates, commit messages, and actionable issue write-ups.
• Ability to work the assigned shift and take on-call shifts, including nights and weekends.
• A degree in computer science, mechanical engineering, robotics, or a related field.

Nice To Haves

• Experience with robots, industrial automation, PLCs, or other field hardware.
• Experience on an on-call rotation or on a support or operations team at a hardware or infrastructure company.
• Comfort with SQL and pulling data from dashboards and log search.
• Experience with systemd, Docker, networking, or VPNs.
• Experience writing runbooks or troubleshooting guides.

Responsibilities

• Own robot escalations from support teams during the assigned shift, diagnosing issues by phone and Slack using logs, telemetry, and video, and restoring robots to work.
• Escalate urgent issues that cannot be fixed to the software engineer on-call.
• Share the nights-and-weekends on-call rotation with the engineering team.
• Scope and own fixes for recurring issues, including small robot-side bug fixes, customer-facing UI improvements, and clearer hardware error messages.
• Make small feature changes requested by customer support teams.
• Ship small, well-tested pull requests into a large production codebase while following team conventions.
• Track larger software issues using data about frequency, affected robots, and uptime impact, and provide clear write-ups to the core software team.
• Improve support-team playbooks to reduce the need for engineering intervention.
• Use AI coding agents regularly to investigate issues and write code.

Benefits

• Employer-covered health insurance.
• Managed 401(k).
• Unlimited PTO and federal holidays off for full-time salaried employees.
• For hourly employees, 16 or more days of accrued paid time off and 1.5x pay on federal holidays.
• Regular in-office meals and team social events throughout the year.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level