Senior Support Engineer

This is a fully remote position, open to applicants in Massachusetts.

📋 Description

• Act as the main technical support liaison for customers utilizing Sereact robotic systems.

• Deliver prompt remote assistance and troubleshoot hardware, software, networking, and system integration challenges.

• Utilize SSH, Docker, Python, logs, and diagnostic tools to resolve issues.

• Take ownership of customer incidents from the moment they are reported until they are fully resolved.

• Maintain clear communication, provide status updates, and prepare executive-level reports.

• Participate in an on-call support rotation for urgent customer matters.

• Work in tandem with software, robotics, deployment, and hardware teams to tackle complex problems.

• Conduct root cause analyses to enhance product reliability, support processes, documentation, and knowledge repositories.

• Create and refine internal support tools, customer dashboards, debugging utilities, and ticketing workflows.

• Assist with software updates, hardware enhancements, and system maintenance.

• Collaborate with deployment engineers to facilitate seamless transitions for customers.

• Gather customer feedback that shapes future product development initiatives.

• Actively monitor deployment health and detect issues before they disrupt operations.

• Support field deployments and contribute to the establishment of best practices for the North American support team.

⛳️ Requirements

• Bachelor’s degree in Computer Science, Engineering, Robotics, or a related discipline (or equivalent practical experience).

• Over 5 years of experience supporting intricate hardware/software systems in customer-facing settings.

• Familiarity with robotics, automation, or industrial equipment.

• Proficient in troubleshooting Linux-based systems using SSH, Docker, and command-line utilities.

• Willingness to travel internationally for training and periodically across North America (approximately 10%).

• Strong skills in Python and Linux troubleshooting.

• Knowledge of Docker, SQL, networking basics, and API-based systems.

• Excellent analytical skills for problem-solving and root cause analysis.

• Outstanding written and verbal communication abilities with a strong focus on customer satisfaction.

• Highly organized with a sense of ownership and the capability to juggle multiple priorities.

• Comfortable working autonomously in a dynamic startup environment.

• A background check may be necessary.

• Availability for an on-call support rotation, including occasional evening and weekend duties.

• Experience with AI, robotics, ROS, or autonomous systems is a plus.

• Familiarity with Kubernetes, cloud infrastructure, or DevOps tools is a plus.

• Experience in warehouse automation, logistics, or industrial manufacturing is a plus.

🏝️ Benefits

• Medical, dental, and vision insurance for you and your dependents.

• 401(k) plan with a 100% company match.

• 20 days of paid time off.

• Paid sick leave.

• Parental leave.

• Wellness or gym stipend.

• Support for learning and development.

• Equity/Bonus opportunities.

• Remote work arrangement.

• Initial onboarding travel to Germany and Europe.