Open position
Senior Software Engineer (L3 Support)
We are seeking a Senior Software Engineer to own Tier 3 escalation for AMP deployments. Tiers 1 and 2 sit with a third-party partner. What reaches you needs execution traces read, robot telemetry correlated with platform state, and a call on whether the answer is a configuration change, a workaround, or a bug.
You will determine what happened on a customer site, and you will be the interface between the customer and the engineering team.
The first requisition supports the initial commercial deployment. A second follows in 2027 as deployment count grows toward general availability.
What you’ll do
- Own Tier 3 escalation for AMP: reproduce, diagnose, and drive resolution of production issues across the platform, the on-robot stack, and customer integrations.
- Diagnose failures using execution traces, workflow state, robot telemetry, and platform logs.
- Determine root cause across boundaries: workflow authoring, orchestration, on-robot execution, network, and third-party equipment.
- File actionable engineering tickets with the evidence and reproduction steps needed to fix the issue.
- Build and maintain the diagnostic tooling, runbooks, and knowledge base that the Tier 1 and 2 partner works from.
- Define the escalation criteria and quality bar for the outsourced support tiers, and hold them to it.
- Track recurring issues and push the fixes that reduce escalation volume.
- Support deployment and commissioning windows directly, including occasional on-site work.
Job requirements
Experience
- 5 to 8 or more years of professional experience in technical support engineering, field engineering, or systems engineering, with at least 2 years on robotics, industrial automation, or comparable physical systems.
- Experience owning escalations for a production system where downtime has a direct operational cost.
- Experience working against an outsourced or partner-run first-line support organization.
Education
- Bachelor's degree or higher in Robotics, Computer Science, Electrical Engineering, Mechanical Engineering, or a closely related technical field.
- Equivalent industry experience diagnosing fielded automation systems may be considered.
Core technical background
- Strong Linux troubleshooting skills, including logs, networking, processes, and resource exhaustion.
- Ability to read and reason about distributed system traces and telemetry.
- Hands-on experience with ROS or ROS 2, including inspecting a live system.
- Working knowledge of industrial networking and equipment integration: PLCs, fieldbus, VDA 5050, or comparable interfaces.
- Ability to read C++ and Python well enough to locate a defect and describe it precisely.
- Experience with observability tooling: metrics, log aggregation, and distributed tracing.
Systems mindset
- Ability to separate a customer configuration problem from a product defect quickly.
- Comfortable working with incomplete information under customer time pressure.
- Pushes permanent fixes and better tooling over repeated manual intervention.
Collaboration
- Clear, calm communicator in front of customers, including during outages.
- Able to work effectively with remote engineering teams across multiple time zones.
- Willing to travel to customer sites as needed.
Nice to have
- Experience supporting AMR or mobile manipulation deployments in warehouse or manufacturing environments.
- Experience with SLAM or navigation failure diagnosis.
- Familiarity with automotive or logistics customer environments and change control processes.
- Experience building customer-facing diagnostic tooling.
- Additional language skills, particularly German.