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San Carlos, California, United States
Hybrid
About you and this role:
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.
Our robots rely on sophisticated navigation systems built on ROS and Linux, managed through a cloud-based portal. This role requires deep technical expertise in Linux and a passion for inventing new debugging techniques to keep our fleet running smoothly in dynamic warehouse environments.
Main 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
Minimum of 3 years of industry experience in a customer-facing technical capacity (field engineering, support, etc.)
In-depth knowledge of the Linux operating system
Familiarity with collaborative tools like GitHub and Jira
Ability to travel to customer sites as required to support onsite stabilization
Strong problem-solving skills and a desire to learn in a fast-paced startup environment
Knowledge of scripting languages like Python
Knowledge of the ROS (Robot Operating System)
Knowledge of electrical and mechanical aspects of robotics
Stock options and huge growth potential
Strong startup (and fun) culture
Medical, Dental, and Vision coverage
Flexible vacation and sick leave practices
Paid parental leave
Robust AI fosters a culture of belonging and a shared commitment to equality and equity.
Having a diverse set of perspectives is key to ensuring AI and robotics serve the needs of all.
