Senior Robotics Support Engineer - 24/7 Incident Leadership

Berkshire Grey; Oregon; Hybrid; USD 120,000 - 180,000; Full time

Job summary

Berkshire Grey is seeking a Sr Robotics Technical Support Engineer to provide advanced support during commissioning and 24/7 customer operations, diagnosing complex issues across robotics hardware, software, controls, Linux, and networks.

The engineer acts as the senior escalation point, partners with Engineering and service teams to restore operations, lead high-severity incidents, and deliver reliable results through hands-on troubleshooting, small software projects, and AI-assisted

Qualifications

• 7+ years in robotics or automation with customer-facing experience.
• Strong Linux/Unix administration and hardware diagnostics.
• Network diagnostics including TCP/IP, VPNs, DNS, firewalls.
• Programming/scripting in Python, Bash, C++, or Java; GitHub experience.
• Kubernetes cluster management experience.
• Proven escalation ownership and cross-team collaboration.
• Excellent communication under pressure.

Responsibilities

• Diagnose complex failures across robotic systems and networks.
• Lead high-severity incident calls and coordinate response.
• Develop API integrations and automated support workflows.
• Mentor engineers and maintain runbooks and knowledge articles.
• Coordinate with cross-functional teams during commissioning and handover.
• Manage Salesforce cases and Jira issues with clear ownership.

Skills

Troubleshooting under pressure

Analytical thinking

Cross-functional collaboration

Clear customer communication

Escalation ownership

Education

Bachelor's degree in Engineering/CS/Robotics

Tools

Python

Bash

C++/Java

GitHub

Kubernetes

SQL/Databases

Job description

Berkshire Grey is seeking a Sr Robotics Technical Support Engineer to provide advanced support during commissioning and 24/7 customer operations, diagnosing complex issues across robotics hardware, software, controls, Linux, and networks.

The engineer acts as the senior escalation point, partners with Engineering and service teams to restore operations, lead high-severity incidents, and deliver reliable results through hands-on troubleshooting, small software projects, and AI-assisted