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Formic

Product Support Engineer

San Francisco, CA || Oakland, CAmidAdded 2 days ago

About this role

Formic is hiring a Product Support Engineer to serve as the technical escalation expert for field service teams supporting industrial robotic automation systems. You'll diagnose complex system failures, drive solutions, identify fleet-wide trends, and partner with engineering to improve products based on field data.

What you'll do

  • Own technical escalations and complex troubleshooting for assigned robotic system types
  • Diagnose field failures by reviewing logs, configurations, and system data; reproduce issues in-office when needed
  • Develop and communicate clear troubleshooting plans for field service engineers to execute
  • Identify repeat failures and systemic issues across the fleet; escalate to Product Engineering with recommendations
  • Maintain and improve knowledge base, troubleshooting guides, and documented procedures for assigned systems
  • Collaborate with Engineering and Design teams to answer technical questions and remove field blockers

What they're looking for

  • Industrial automation and robotics troubleshooting
  • PLC programming and controls systems
  • Mechanical and electrical systems diagnostics
  • Root cause analysis and failure investigation
  • Technical documentation and knowledge management
  • Robot and manufacturing equipment operation
  • Hands-on testing and lab reproduction of field issues
  • Cross-functional communication and escalation
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Formic

Formic builds industrial robotic manufacturing systems and web-based control interfaces for factory automation. The company is hiring Full Stack Software Engineers to develop graphical interfaces for these systems and Robotics Field Service Engineers to maintain and support deployed robotic fleets at customer facilities.

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Likely interview questions

  • Walk us through a complex field failure you diagnosed—how did you approach root cause analysis and what was your troubleshooting methodology?
  • Describe your experience with PLC programming and controls systems. Which platforms and programming languages have you worked with?
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