Technical Support Engineer (Robotics)

Tutor Intelligence • Watertown, MA

7d • $80,000 - $110,000

About The Position

Tutor Intelligence is hiring a Technical Support Engineer to support its deployed robot fleet, initially focusing on the Cassie platform. The role is the first engineering point of contact for robot escalations from customer-facing support teams. The engineer diagnoses issues remotely using logs, telemetry, and video; restores robots to production; and helps maintain fleet uptime. Between escalations, the engineer addresses recurring problems through small robot-side fixes, customer-facing UI improvements, clearer hardware error messages, and modest feature changes. Larger issues are documented and escalated to the core software team with supporting data. The role requires independent, reliable work, clear communication, and responsiveness when customer operations are affected.

The position works 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 engineer handles incoming robot escalations from the 24/7 support team, with a software engineer on-call for additional support. Outside shift hours, the engineer shares a nights-and-weekends on-call rotation with the engineering team. Frequent interruptions are expected, and robot issues take priority. The role also involves using AI coding agents daily to investigate issues and write code.

Requirements

• Experience debugging production software, particularly software that relies on hardware; robotics experience is not required.
• Ability to read and write Python and navigate a large codebase written by others.
• Ability to write reliable, maintainable code following 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, including to non-engineers and 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 participate in 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 hardware in the field.
• Experience participating in an on-call rotation or working on a support or operations team at a hardware or infrastructure company.
• Comfort with SQL and retrieving 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 operation.
• Escalate urgent issues that cannot be resolved to the software engineer on-call.
• Share the nights-and-weekends on-call rotation with the software 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.
• Submit small, well-tested pull requests to a large production codebase while following team conventions.
• Track larger software issues with data, including 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 daily to investigate issues and write code.

Benefits

• Fully employer-covered health insurance.
• A 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