Senior Support Engineer NA

As a Senior Support Engineer, you will ensure the reliability and success of our AI-powered robotic systems after deployment. Acting as the primary technical contact for customers, you will diagnose complex hardware and software issues, drive rapid resolution, and continuously improve our support tools and processes.

This is a remote position based in the United States. Most customer support is provided remotely, requiring excellent technical judgment, ownership, and communication. Clear status updates and concise report-outs—particularly during evenings, weekends, and critical customer events—are an essential part of the role.

Initial onboarding includes travel to Germany and customer sites in Europe to become familiar with our systems. Occasional travel within North America may be required to support deployments, critical service events, or customer escalations.

Customer Support & Incident Management

• 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 using SSH, Docker, Python, logs, and diagnostic tools.

• Own customer incidents from initial report through resolution while providing clear communication, status updates, and executive-ready report-outs.

• Participate in an on-call support rotation for critical customer issues.

Technical Support & Continuous Improvement

• 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.

Cross-Functional Collaboration

• Partner with deployment engineers to ensure smooth customer handoffs.

• Provide customer feedback that influences future product development.

• Proactively monitor deployment health and identify issues before they impact operations.

• Support field deployments and help establish best practices for the North American support organization.

Qualifications

Education and Experience

• 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%).

Skills

• 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.