Senior Support Engineer

The role

You will ensure the reliability and success of AI-powered robotic systems after deployment. You will act as the primary technical contact for customers to diagnose complex hardware and software issues.

What you will do

• Serve as the primary technical support contact for customers operating Sereact robotic systems.
• Provide timely remote support, diagnosing hardware, software, networking, and system integration issues.
• Own customer incidents from initial report through resolution.
• Participate in an on-call support rotation for critical customer issues.
• Collaborate with software, robotics, deployment, and hardware teams to resolve complex technical issues.
• Perform root cause analysis and drive improvements to product reliability, support processes, documentation, and knowledge bases.
• Develop and improve internal support tools, customer dashboards, debugging utilities, and ticketing workflows.
• Support software updates, hardware upgrades, and system maintenance activities.
• Partner with deployment engineers to ensure smooth customer handoffs.
• Provide customer feedback that influences future product development.

Required qualifications

• Bachelor's degree in Computer Science, Engineering, Robotics, or related field (or equivalent practical experience).
• 5+ years supporting complex hardware/software systems in customer-facing environments.
• Experience with robotics, automation, or industrial equipment.
• Experience troubleshooting Linux-based systems using SSH, Docker, and command-line tools.
• Willingness to travel internationally for training and periodically throughout North America (approximately 10%).
• Strong Python and Linux troubleshooting skills.
• Experience with Docker, SQL, networking fundamentals, and API-based systems.
• Excellent analytical problem-solving and root cause analysis.
• Exceptional written and verbal communication with strong customer focus.
• Highly organized with an ownership mentality and ability to manage multiple priorities.
• Comfortable working independently in a fast-paced startup environment.

Nice to have

• Experience with AI, robotics, ROS, or autonomous systems.
• Experience with Kubernetes, cloud infrastructure, or DevOps tooling.
• Experience in warehouse automation, logistics, or industrial manufacturing

Benefits

• Medical, dental, and vision insurance for you and your dependents
• 401(k) with 100% company match
• 20 days paid time off
• Paid sick leave
• Parental leave
• Wellness or gym stipend
• Learning and development support
• Equity/Bonus

Before you apply

• Employment may be contingent upon a background check consistent with applicable law.

About the company

Sereact is a rapidly growing embodied AI company revolutionizing human labor. They develop transformative technologies using robotics and advanced artificial intelligence.