Senior Escalation Engineer — ROS/Linux for Robotics

Lever, Inc.; San Carlos, Northern (CA, KY); Hybrid; USD 120,000 - 150,000; Full time

Benefits offered by this job

Stock options

Medical, Dental, Vision

Flexible vacation

Parental leave

Strong startup culture

Job summary

Robust AI in San Carlos, CA is seeking an Escalation Support Engineer to own Tier 3 support for our autonomous mobile robots. You will serve as the critical interface between customers, Sales, Tier 1/2 Support, Hardware, and Development Engineering, resolving complex hardware and software issues to keep our fleet robust and available.

The role emphasizes deep Linux expertise, ROS, cloud-based tooling, and building debugging workflows.

Qualifications

• 3+ years in a customer-facing technical role.
• Strong Linux expertise.
• Experience with ROS and cloud-based robotics tooling.

Responsibilities

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

Skills

Linux

ROS

Python

GitHub

Jira

Customer-facing

Tools

Docker

Cloud platforms

Job description

Robust AI in San Carlos, CA is seeking an Escalation Support Engineer to own Tier 3 support for our autonomous mobile robots. You will serve as the critical interface between customers, Sales, Tier 1/2 Support, Hardware, and Development Engineering, resolving complex hardware and software issues to keep our fleet robust and available.

The role emphasizes deep Linux expertise, ROS, cloud-based tooling, and building debugging workflows.