Senior Escalation Engineer - Robotics (ROS/Linux) & Cloud

Robust AI; San Carlos (CA); On-site; USD 110,000 - 150,000; Full time

Benefits offered by this job

Stock options

Medical, Dental, and Vision coverage

Flexible vacation and sick leave

Paid parental leave

Strong startup culture

Job summary

Robust AI is seeking an Escalation Support Engineer in the US West Coast to own Tier 3 customer-facing resolutions for hardware and software issues. The role focuses on Linux, ROS, and debugging across cloud-based portals, with collaboration across Sales, Tier 1/2, Hardware, and Development teams.

You will develop diagnostic tools, manage escalations, and work with Engineering to harden products while documenting resolutions for the knowledge base.

Qualifications

• Minimum of 3 years in a customer-facing technical role such as field engineering or support.
• Deep knowledge of Linux operating systems.
• Experience with ROS and Python for debugging and scripting.
• Familiarity with Docker, GitHub and Jira for collaboration and issue tracking.
• Willingness to travel to customer sites as required.

Responsibilities

• Develop tools and processes to improve product diagnosis and maintain system health.
• Manage escalation process and ensure adherence to response guidelines.
• Analyze diagnostic data from Tier 1/2 to determine root cause and next steps.
• Collaborate with Engineering to resolve issues and provide feedback for hardening.
• Document technical resolutions for the internal knowledge base.
• Participate in cross-functional forums to drive process and product improvements.

Skills

Linux

ROS

Python

Cloud computing

Electrical knowledge

Mechanical knowledge

Travel willingness

Tools

Docker

GitHub

Jira

Job description

Robust AI is seeking an Escalation Support Engineer in the US West Coast to own Tier 3 customer-facing resolutions for hardware and software issues. The role focuses on Linux, ROS, and debugging across cloud-based portals, with collaboration across Sales, Tier 1/2, Hardware, and Development teams.

You will develop diagnostic tools, manage escalations, and work with Engineering to harden products while documenting resolutions for the knowledge base.