Customer Engineer

Job description

Job responsibilities

• Own real-world system behavior. Build a deep understanding of how Tutor’s robotic systems perform across environments, configurations, and product types.
• Lead complex system investigations. Diagnose ambiguous issues across perception, motion, hardware, and operations using logs, telemetry, and on-site context.
• Drive root cause and system-level fixes. Go beyond resolving individual issues to identify underlying causes and prevent recurrence across the fleet.
• Identify and scale improvements. Recognize patterns across deployments and translate them into product fixes, configuration changes, or new capabilities.
• Operate at the boundary of engineering and deployment. Partner closely with R&D to test hypotheses, validate fixes in production, and improve overall system robustness.
• Engage directly with customers in high-impact situations. Step into critical issues when needed, building trust through technical credibility and clear communication.
• Elevate how the organization solves problems. Develop tools, debugging frameworks, and playbooks that improve how issues are diagnosed and resolved across the team.

Job requirements

• 2–5 years of experience in robotics, automation, or complex hardware-software systems (e.g., robotics engineering, systems engineering, solutions engineering, or similar)
• Hands-on experience with real-world robotic or automation systems (required)
• Strong systems thinking — ability to understand and reason about how complex systems behave across software, hardware, and real-world environments
• Experience debugging ambiguous, real-world issues using logs, telemetry, and data to form and test hypotheses
• Ability to operate in unstructured environments and drive problems end-to-end from investigation through resolution
• Strong communication skills — able to clearly explain technical concepts to both engineers and non-technical stakeholders (e.g., operators, site leadership)
• Comfortable working cross-functionally with engineering, product, and customer-facing teams
• Willingness to engage directly with customers and spend time in production environments when needed