Support Escalation Engineer

About you and this role:

Robust AI is a fast-growing, early-stage startup building the next generation of smart, collaborative, and safe autonomous mobile robots (AMRs). As an Escalation Support Engineer, you will fulfill Tier 3 support responsibilities, serving as the critical interface between our customers, Sales, Tier 1/2 Support, Hardware, and Development Engineering. You will own the resolution of complex hardware and software problems, helping us build robots that are truly robust and flexible.

Our robots rely on sophisticated navigation systems built on ROS and Linux, managed through a cloud-based portal. This role requires deep technical expertise in Linux and a passion for inventing new debugging techniques to keep our fleet running smoothly in dynamic warehouse environments.

Main responsibilities:

Develop tools and processes to improve product diagnosis and maintain system health

Manage the escalation process and ensure adherence to customer response guidelines in a collaborative environment

Examine diagnostic data from Tier 1/2 Support Engineers to determine root cause and next steps

Work closely with Engineering to resolve complex issues and provide feedback for product hardening

Document technical resolutions to build our internal knowledge base

Participate in cross-functional forums to drive continuous process and product improvements