- Robot type
- Warehouse and Logistics
- Location
- San CarlosCaliforniaUSA
- Job type
- Customer Success
- Posted
- Aug 25, 2026
- Salary
- $120,000–$150,000 a year
Support Escalation Engineer
Job description
Robust AI is a fast-growing, early-stage startup building the next generation of smart, collaborative, and safe autonomous mobile robots (AMRs). As an Escalation Support Engineer, you will fulfill Tier 3 support responsibilities, serving as the critical interface between our customers, Sales, Tier 1/2 Support, Hardware, and Development Engineering. You will own the resolution of complex hardware and software problems, helping us build robots that are truly robust and flexible.
Job responsibilities
- Develop tools and processes to improve product diagnosis and maintain system health
- Manage the escalation process and ensure adherence to customer response guidelines in a collaborative environment
- Examine diagnostic data from Tier 1/2 Support Engineers to determine root cause and next steps
- Work closely with Engineering to resolve complex issues and provide feedback for product hardening
- Document technical resolutions to build our internal knowledge base
- Participate in cross-functional forums to drive continuous process and product improvements
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