Technical Support Engineer (Robotics)

Job description

Job responsibilities

• Own every robot escalation that comes in from our support teams during your shift, by phone and Slack: diagnose from logs, telemetry, and video, and get the robot back to work.
• Share the nights-and-weekends on-call rotation with our software engineering team.
• Scope and own fixes for recurring issues, such as small robot-side bug fixes, improvements to customer-facing UI, and hardware error messages that tell an operator or technician exactly what to do next.
• Make small feature tweaks based on requests from our customer support teams.
• Ship small, well-tested PRs into a large production codebase, following team conventions.
• Track larger software issues with data (how often, which robots, how much uptime they cost) and raise them to the core software team with a clear write-up.
• Improve the playbooks our support teams use, so fewer issues need an engineer at all.
• Use AI coding agents heavily, every day, both to investigate issues and to write code.

Job requirements

• Experience debugging production software, especially software that relies on hardware (whether or not it was within robotics).
• Comfortable reading and writing Python and navigating a large codebase you didn't write.
• Writes reliable, maintainable code following team conventions; handles testing, debugging, and integration of your own work.
• Fluent with the Linux command line, SSH, and reading logs.
• Communicates progress, blockers, and tradeoffs clearly, including to non-engineers and under time pressure.
• Documents work clearly: ticket updates, commit messages, and issue write-ups someone else can act on.
• Able to work your assigned shift and take on-call shifts, including nights and weekends.
• A degree in computer science, mechanical engineering, robotics, or a related field.