Senior Application Support Engineer

We are committed to our core value of "Empathy," aiming to automate "demanding," "dirty," and "dangerous" jobs, and create a society where people can engage in more intellectual and creative work. By developing and supporting the implementation and operation of robotics platforms and robot solutions utilizing the world's most advanced control and coordination technologies, we strive to realize this vision.

In this position, we are seeking a highly responsible and accountable Senior Application Support Engineer (L3) 5+ years of experience to support and maintain deployed robotics and warehouse automation systems in production environments. In this role, you will be the primary point of contact for clients facing issues with deployed solutions, ensuring timely and effective resolution. You will also play a key role in deploying CI/CD updates and maintaining robust automation workflows. The ideal candidate will possess strong troubleshooting skills, a deep understanding of robotic systems, and the ability to manage both technical and customer-facing tasks.

Key Responsibilities

• Operations Support:
• Resolve issues faced by customers from ongoing operations including UI, localization, sensor calibration, and integration problems.
• Investigate and resolve complex system-level issues, collaborating with cross-functional teams as needed.
• Document issues, root causes, and solutions for internal knowledge sharing and continuous improvement.
• CI/CD Deployment:
• Regularly deploy CI/CD updates to client sites, ensuring minimal downtime and seamless integration.
• Manage and troubleshoot deployment workflows.
• Maintain and improve deployment scripts and automation tools.
• Site Deployment and Support:
• Help in setting up telemetry for debugging issues
• Setup monitoring to prevent issues from occuring.
• Continuous Improvement:
• Lead deep root cause analysis (RCA) and drive permanent fixes in collaboration with development teams.
• Create tools to help people do deployments efficiently or debug issues faster.
• Provide feedback to development teams to improve product reliability and performance.

Requirements

Required Skills and Experience

• 5+ years of experience in Application Support, Production Support, DevOps, or Robotics System Support.
• Experience supporting complex distributed systems in production environments.

Core Technical Skills

• Strong programming skills in Python, C++, or similar languages.
• Strong experience with Linux environments and command-line tools.
• Ability to perform deep system debugging using logs, telemetry, and system metrics using:
• Docker / containerized environments
• Computer networking fundamentals
• Distributed systems troubleshooting
• CI/CD pipelines and deployment automation
• Monitoring and observability tools
• Experience performing root cause analysis (RCA) for production incidents.
• Experience with one or more of the following:
• ROS / ROS2 based robotic systems
• Autonomous Mobile Robots (AMR)
• ASRS / Fleet management systems
• Localization, navigation, and mapping systems
• Sensor integration (LiDAR, cameras, IMU, etc.)

Soft Skills

• Strong ownership mindset for production systems
• Ability to lead incident investigations and guide junior engineers
• Strong cross-team collaboration with engineering, QA, and operations
• Proactive approach to system reliability and continuous improvement
• Ability to perform effectively during high-impact production incidents

Benefits

• Exciting and challenging problems are addressed using wide-ranging technologies and tools.
• Competitive salary
• Great team culture, peers, and workplace