Support Escalation Engineer

Robust AI; San Carlos (CA); On-site; USD 110,000 - 150,000; Full time

Benefits offered by this job

Stock options

Medical, Dental, and Vision coverage

Flexible vacation and sick leave

Paid parental leave

Strong startup culture

Job summary

Robust AI is seeking an Escalation Support Engineer in the US West Coast to own Tier 3 customer-facing resolutions for hardware and software issues. The role focuses on Linux, ROS, and debugging across cloud-based portals, with collaboration across Sales, Tier 1/2, Hardware, and Development teams.

You will develop diagnostic tools, manage escalations, and work with Engineering to harden products while documenting resolutions for the knowledge base.

Qualifications

• Minimum of 3 years in a customer-facing technical role such as field engineering or support.
• Deep knowledge of Linux operating systems.
• Experience with ROS and Python for debugging and scripting.
• Familiarity with Docker, GitHub and Jira for collaboration and issue tracking.
• Willingness to travel to customer sites as required.

Responsibilities

• Develop tools and processes to improve product diagnosis and maintain system health.
• Manage escalation process and ensure adherence to response guidelines.
• Analyze diagnostic data from Tier 1/2 to determine root cause and next steps.
• Collaborate with Engineering to resolve issues and provide feedback for hardening.
• Document technical resolutions for the internal knowledge base.
• Participate in cross-functional forums to drive process and product improvements.

Skills

Linux

ROS

Python

Cloud computing

Electrical knowledge

Mechanical knowledge

Travel willingness

Tools

Docker

GitHub

Jira

Job description

About you and this role:

Robust AI is a fast-growing, early-stage startup building the next generation of smart, collaborative, and safe autonomous mobile robots (AMRs). As an Escalation Support Engineer, you will fulfill Tier 3 support responsibilities, serving as the critical interface between our customers, Sales, Tier 1/2 Support, Hardware, and Development Engineering. You will own the resolution of complex hardware and software problems, helping us build robots that are truly robust and flexible.

Our robots rely on sophisticated navigation systems built on ROS and Linux, managed through a cloud-based portal. This role requires deep technical expertise in Linux and a passion for inventing new debugging techniques to keep our fleet running smoothly in dynamic warehouse environments.

Main responsibilities:

• Develop tools and processes to improve product diagnosis and maintain system health

• Manage the escalation process and ensure adherence to customer response guidelines in a collaborative environment

• Examine diagnostic data from Tier 1/2 Support Engineers to determine root cause and next steps

• Work closely with Engineering to resolve complex issues and provide feedback for product hardening

• Document technical resolutions to build our internal knowledge base

• Participate in cross-functional forums to drive continuous process and product improvements

• Minimum of 3 years of industry experience in a customer-facing technical capacity (field engineering, support, etc.)

• In-depth knowledge of the Linux operating system

• Familiarity with collaborative tools like GitHub and Jira

• Ability to travel to customer sites as required to support onsite stabilization

• Strong problem-solving skills and a desire to learn in a fast-paced startup environment

• Knowledge of scripting languages like Python

• Knowledge of the ROS (Robot Operating System)

• Experience with cloud computing and Docker containers

• Knowledge of electrical and mechanical aspects of robotics

• Base salary, depending on your skills, qualifications and experience

• Stock options and huge growth potential

• Strong startup (and fun) culture

• Medical, Dental, and Vision coverage

• Flexible vacation and sick leave practices

• Paid parental leave

Robust AI fosters a culture of belonging and a shared commitment to equality and equity.

Having a diverse set of perspectives is key to ensuring AI and robotics serve the needs of all.