Senior Robotics Support Engineer: Incident Lead (24/7)

Berkshire Grey

Massachusetts

On-site

USD 120,000 - 180,000

Full time

15 hours ago

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Job summary

Berkshire Grey in Massachusetts seeks a Sr Robotics Technical Support Engineer to provide advanced commissioning support and 24/7 operations. You will diagnose complex robotics, software, Linux, and network issues, lead high-severity incidents, and drive measurable improvements in restoration times and customer experience.

Ideal candidates bring 7+ years in robotics/automation support, strong Linux skills, and experience with APIs, AI agents, and cloud or PLC tools.

Qualifications

Bachelor's degree or equivalent practical experience in Engineering, CS, or Robotics.
7+ years of relevant experience; 3+ years resolving complex robotics or automation issues in a customer-facing role.
Strong Linux/Unix administration and robotic hardware diagnostic skills.
Network diagnostics across TCP/IP, switching, routing, VLANs, DNS, VPNs, and firewalls.
Programming or scripting in Python, Bash, C++, Java, or similar languages; experience with GitHub.
Experience with databases, SQL, log analysis, APIs, and AI agents or coding assistants.
Proven escalation ownership and collaboration across engineering and service teams.
Clear communication with customers, executives, and nontechnical stakeholders under pressure.
Strong analytical judgment, attention to detail, and prioritization in ambiguous, urgent situations.

Responsibilities

Diagnose complex failures across robotic hardware, software, controls, Linux, and networks.
Analyze logs, telemetry, and system data to recreate failures and establish root causes.
Troubleshoot sensors, cameras, actuators, conveyor systems, PLC/HMI interfaces, and calibrations.
Develop API integrations and automated support workflows.
Use GitHub and approved release processes for software changes.
Use AI agents for diagnostics, data analysis, scripting, knowledge retrieval, and documentation.
Validate AI outputs, troubleshoot agent interactions, and protect customer data.
Lead high-severity incident calls, coordinate responders, and verify recovery with customers.
Manage Salesforce cases and Jira issues with timely updates and clear ownership.
Partner with Program/PM, Engineering, Supply Chain, and Customer Success on technical risks.
Coordinate Support, Field Services, and Deployment through commissioning and handover.
Coordinate safe recovery, field work orders, parts replacement and replenishment, and corrective actions.
Communicate technical findings, customer impact, and next steps to customers and leadership.
Improve restoration times, customer experience, and reliability through corrective actions.
Mentor engineers and maintain knowledge articles, SOPs, and runbooks.