About this role
What you'll do
- 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. When something urgent is beyond what you can fix, escalate to the software engineer on-call.
- 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.
Schedule and on-call
- This role works a fixed weekday shift, either early (7:00am–3:00pm ET) or late (11:00am–7:00pm ET). During shift hours, your team is the on-call: every robot escalation from our 24/7 support team comes to you first for engineering debugging, and an engineer from our software team is on-call behind you if you need more support. Expect frequent interruptions; when a robot needs help, it comes first.
- Outside shift hours, you'll share the nights-and-weekends on-call rotation with our engineering team. As the team grows, Technical Support Engineers will take on a larger share of after-hours coverage.
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.
Nice to haves (zero or more)
- Experience with robots, industrial automation, PLCs, or other hardware in the field
- Experience on an on-call rotation, or on a support or operations team at a hardware or infrastructure company
- Comfort with SQL and pulling your own data from dashboards and log search
- Experience with systemd, Docker, networking, or VPNs
- Experience writing runbooks or troubleshooting guides