Senior Robotics Technical Support Engineer

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

Role overview

Berkshire Grey is hiring a Sr Robotics Technical Support Engineer to provide advanced support during commissioning and 24/7 customer operations. This 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. The role combines hands-on troubleshooting, small software projects, and AI agent interactions with clear customer communication, incident leadership, and accountability for reliable results.

Key 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 handoverCoordinate 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

Required 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

Preferred experience

• 3+ years leading technical incident calls or managing major incidents
• Salesforce and Jira case management
• MacTalk or similar motor commissioning tool
• Studio 5000 Logix Designer or similar PLC programming and configuration software
• Cloud infrastructure, virtual networks, compute, storage, messaging, and serverless automation
• Computer vision, machine learning, motion planning, containers, and AI agent integrations

Travel

• Less than 5% expected; may reach 20% or higher during training

5120-2603HN