Support Escalation Engineer

Lever, Inc.; San Carlos, Northern (CA, KY); Hybrid; USD 120,000 - 150,000; Full time

Benefits offered by this job

Stock options

Medical, Dental, Vision

Flexible vacation

Parental leave

Strong startup culture

Job summary

Robust AI in San Carlos, CA is seeking an Escalation Support Engineer to own Tier 3 support for our autonomous mobile robots. You will serve as the critical interface between customers, Sales, Tier 1/2 Support, Hardware, and Development Engineering, resolving complex hardware and software issues to keep our fleet robust and available.

The role emphasizes deep Linux expertise, ROS, cloud-based tooling, and building debugging workflows.

Qualifications

• 3+ years in a customer-facing technical role.
• Strong Linux expertise.
• Experience with ROS and cloud-based robotics tooling.

Responsibilities

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

Skills

Linux

ROS

Python

GitHub

Jira

Customer-facing

Tools

Docker

Cloud platforms

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

What you'll bring to the table:

• 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

What we offer:

• 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

$120,000 - $150,000 a year

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.