Robotics Operations Engineer - L3

We are seeking an analytical, hands-on Support Engineer to help ensure our products' last mile success. You will play a crucial role managing the intersection of our software, hardware, and live operations, acting as a critical bridge between customers and Engineering teams. You will help convey vital information in both directions, optimize product performance, and help our Product and Engineering teams continuously improve our products with your field insights.

The key responsibilities include

• Serve as Botsync’s primary technical representative to customers, delivering exceptional support and ensuring a positive customer experience.
• Ensure the reliability, uptime, and optimal utilization of Botsync’s Autonomous Mobile Robot (AMR) solutions after deployment.
• Troubleshoot and resolve technical issues by diagnosing faults, identifying root causes, and implementing effective solutions.
• Manage customer escalations professionally and efficiently, ensuring timely resolution and customer satisfaction.
• Maintain clear, proactive, and effective communication across all customer touchpoints.
• Monitor customer sites through dashboards and analytics tools, proactively identifying and addressing potential issues before they impact operations.
• Provide customers with clear guidance and best practices to enable effective system operation and basic troubleshooting.
• Configure and customize customer user interfaces using Botsync’s no-code SyncOS platform.
• Build and maintain strong, long-term customer relationships by continuously optimizing robot fleet performance and supporting evolving operational needs.

• Document customer interactions, incidents, resolutions, and troubleshooting activities accurately to support knowledge sharing and process improvement.
• Collaborate closely with Engineering, Product, and Customer Success teams to resolve complex technical issues.
• Develop tools and automation solutions to improve customer support processes, including dashboards, monitoring tools, and automated workflows.
• Stay up to date with Botsync’s latest software releases, product enhancements, and robotics technologies.
• Support software updates, system upgrades, and preventive maintenance activities at customer sites.
• Identify product gaps, recurring issues, and opportunities for improvement, providing valuable feedback to Product and Engineering teams to enhance system reliability and performance.

Requirements

• 5 to 8 years of hands-on mechatronics and/or robotics engineering experience
• Proven experience managing complex technical products in context of AMR and automation systems
• Basic knowledge of electronics, electrical systems, PLCs, conveyors, and cobots
• Familiarity with robotics or distributed systems (sensors, networking, real-time, fault tolerance)
• Experience working with Linux build systems and environments
• Excellent problem-solving, communication, and interpersonal skills
• Able to travel to sites 15 - 20% of the time. Prior experience with mobile robot solutions and ROS is an added advantage

Benefits

• Competitive salary
• Comprehensive health benefits package
• Hustle of a young startup, always something to do and something to improve
• Opportunities for professional development and growth into management roles
• Collaborative and inclusive work environment