Senior Robotics Technical Support — 24/7 Incident Lead

Berkshire Grey; United States; Remote; USD 140,000 - 190,000; 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. The role diagnoses complex issues across robotic hardware, software, controls, Linux, and networks, and serves as the senior escalation point for the rest of the support team.

The engineer partners with Engineering and service teams to restore operations and prevent recurring failures, combining hands-on troubleshooting, small software projects, and AI

Qualifications

• Bachelor’s degree in Engineering, Computer Science, or Robotics, or equivalent practical experience.
• 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.
• Kubernetes cluster management experience.
• Proven escalation ownership and sustained 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, clear ownership, and complete evidence.
• Partner with Program and Project Management, Engineering, Supply Chain, and Customer Success teams on technical risks and customer improvement.
• Coordinate Support, Field Services, and Deployment through commissioning and support handover.
• Coordinate safe recovery, field work orders, parts replacement and replenishment, and corrective actions through completion.
• Communicate technical findings, customer impact, and next steps to customers and leadership.
• Improve restoration times, customer experience, and reliability through measurable corrective actions.
• Mentor engineers and maintain knowledge articles, standard operating procedures, and runbooks.

Skills

Linux/Unix administration

Robotic hardware diagnostics

Network diagnostics

Python

C++

Java

Bash

GitHub usage

SQL / databases

APIs

AI agents / coding assistants

Kubernetes

Escalation ownership

Communication under pressure

Education

Bachelor’s degree in Engineering, Computer Science, or Robotics

Tools

GitHub

Salesforce

Jira

Kubernetes

Studio 5000 Logix Designer

Job description

Berkshire Grey is seeking a Sr Robotics Technical Support Engineer to provide advanced support during commissioning and 24/7 customer operations. The role diagnoses complex issues across robotic hardware, software, controls, Linux, and networks, and serves as the senior escalation point for the rest of the support team.

The engineer partners with Engineering and service teams to restore operations and prevent recurring failures, combining hands-on troubleshooting, small software projects, and AI