We are seeking an experienced, customer-focused Senior Robotics Operations Engineer to ensure the successful deployment, reliability, and long-term performance of Botsync's autonomous mobile robot (AMR) solutions. You will serve as the primary technical interface for enterprise customers, managing complex robotics operations while acting as a critical bridge between customers, Product, and Engineering teams. This role combines technical troubleshooting, customer success, deployment support, fleet optimization, and continuous product improvement to deliver world-class automation solutions in mission-critical warehouse and manufacturing environments.
The key responsibilities include:
- Deliver first-line technical support for Botsync's AMRs and SyncOS platform, ensuring fast issue resolution and exceptional customer experience.
- Proactively monitor deployed robotic systems, automate support workflows, and coordinate successful remote customer deployments.
- Provide prompt and effective technical support to customers through phone, email, and chat.
- Continuously monitor deployed AMRs and customer environments using operational dashboards, identifying and resolving issues before they impact operations.
- Troubleshoot a wide range of software, hardware, networking, and robotics-related issues across Botsync's AMR ecosystem.
- Perform root cause analysis by micro-analyzing AMR hardware, embedded systems, software behavior, and deployment configurations.
- Diagnose electronics-related issues involving PCBs, sensors, peripherals, and system components, escalating complex cases when required.
- Guide customers through troubleshooting procedures and provide clear technical instructions to enable faster issue resolution.
- Prepare customer-specific user interfaces and workflows using Botsync's no-code SyncOS™ platform.
- Coordinate and execute remote deployments of Botsync's robotics solutions in collaboration with internal engineering teams and implementation partners.
- Maintain accurate documentation of customer interactions, incidents, resolutions, and knowledge base articles.
- Collaborate closely with Robotics, Embedded, Software, and Deployment Engineering teams to resolve escalated issues.
- Continuously learn new products, technologies, and robotics systems to improve technical expertise and customer support quality.
- Travel to customer sites when required to support deployments, upgrades, maintenance, and issue resolution.
Requirements
- Bachelor's degree in Electronics, Electrical Engineering, Mechatronics, Robotics, Computer Science, or a related engineering discipline.
- 3-5 years of experience in Technical Support, Customer Support Engineering, Robotics Operations, Electronics, Automation Engineering, or a similar technical role.
- Strong analytical and troubleshooting skills across hardware, software, and networking domains.
- Basic understanding of electronics fundamentals, PCB components, embedded systems, sensors, and electrical systems.
- Familiarity with Linux operating systems and basic command-line utilities.
- Basic understanding of networking concepts including IP addressing, LAN, Wi-Fi, SSH, and remote connectivity.
- Exposure to robotics systems, AMRs, AGVs, IoT devices, or industrial automation is an advantage.
- Understanding log analysis, monitoring dashboards, and incident management processes is a plus.
- Basic programming or scripting knowledge (Python, Bash, or similar); experience building simple automation tools is an advantage.
- Experience using ticketing systems, CRM platforms, or technical support tools is a plus.
- Excellent problem-solving, communication, and interpersonal skills with a customer-first mindset.
- Willingness to travel to customer sites approximately 15–20% of the time.
Benefits
- Competitive salary
- Comprehensive health benefits package
- Hustle of a young startup, always something to do and something to improve
- Opportunities for professional development and growth into management roles
- Collaborative and inclusive work environment