On-site Support Engineer

Job description

Job responsibilities

• Keep collection running. Stand up stations and partner sites, and keep them collecting accepted hours through whatever comes up.
• Be on the ground with customers. Travel to customer sites, work alongside their teams to solve problems on the spot, look around the corner for where we can help them next, and feed that back to our global team.
• Intake, triage, resolve, implement. Own site and floor issues end to end: diagnose across hardware, software, and data, fix them, and put the fix in place so they do not recur.
• Own the loop to the model team. Be the channel back to the model, platform, and hardware teams: surface what the field sees and turn it into tickets and data requests.
• Bring up new tasks and sites. Support task setup and acceptance, and stand up new sites to the standard.
• Sharpen the specs. Turn what you learn into better task specs and acceptance criteria, working from the data engine playbook.
• Cover multiple sites. Support more than one site, in person and remote, as the operation grows.

Job requirements

• You are a hands-on engineer who likes the field. You have kept a robotics, hardware, teleoperation, or data-systems operation running in the real world, and you would rather fix it than file it.
• You debug across the stack. Comfortable across hardware, software, and data, and comfortable with Linux and Python.
• You are good with customers. You are at ease on a customer's site, partnering with their team to solve problems and reading where they will need us next.
• You speak operator and researcher. You can stand next to an operator and sit with a researcher and translate cleanly between them.
• Ownership and urgency. When something is down, you own it until it runs. Bias for action, no waiting for permission.
• From the right world. Experience at a robotics, embodied-AI, or autonomous-vehicle operation is a strong plus.