Robust.ai
Support Escalation Engineer
San Carlos, CA (Remote)$120k–$150kfull timemidAdded today
About this role
Robust AI seeks a Support Escalation Engineer to serve as Tier 3 technical support for autonomous mobile robots, bridging customers, sales, and engineering teams. You'll diagnose and resolve complex hardware and software issues in Linux and ROS-based systems while developing tools to improve product reliability and documentation.
What you'll do
- Own resolution of complex hardware and software problems for autonomous mobile robots
- Analyze diagnostic data from Tier 1/2 support to determine root cause and escalation path
- Develop tools and processes to improve product diagnosis and system health monitoring
- Collaborate with Engineering teams to resolve issues and provide feedback for product improvements
- Document technical resolutions and build internal knowledge base
- Travel to customer sites for onsite stabilization and support as needed
What they're looking for
- Linux operating system administration and troubleshooting
- Robot Operating System (ROS)
- Python scripting
- Cloud computing and Docker containers
- GitHub and Jira
- Robotics electrical and mechanical systems
- Diagnostic data analysis
- Customer-facing technical communication
Benefits
- Medical, Dental, and Vision coverage
- Stock options with growth potential
- Flexible vacation and sick leave
- Paid parental leave
- Fast-growing startup culture and environment
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Robust.ai
Robust.ai develops warehouse robotic systems designed to operate safely in dynamic environments. The company is hiring Safety Systems Engineers to establish and enhance safety protocols for their innovative robotic platforms.
- Website
- robust.ai
Likely interview questions
- Describe a time you diagnosed a complex hardware or software issue in a production environment—what was your approach?
- Walk us through how you would debug an autonomous mobile robot experiencing navigation failures in a warehouse setting.