Robotics Operations Engineer - L3

We are seeking an experienced, customer-focused Senior Robotics Operations Engineer to ensure the successful deployment, reliability, and long-term performance of Botsync's autonomous mobile robot (AMR) solutions. You will serve as the primary technical interface for enterprise customers, managing complex robotics operations while acting as a critical bridge between customers, Product, and Engineering teams. This role combines technical troubleshooting, customer success, deployment support, fleet optimization, and continuous product improvement to deliver world-class automation solutions in mission-critical warehouse and manufacturing environments. The key responsibilities include: - Act as the primary technical representative for enterprise customers, ensuring exceptional post-deployment support and customer success. - Monitor the health, uptime, and utilization of deployed AMR fleets through operational dashboards and proactive monitoring tools. - Troubleshoot and resolve complex software, hardware, networking, and robotics-related issues affecting deployed automation systems. - Perform detailed root cause analysis across robotics software, embedded systems, sensors, electronics, networking, and deployment configurations. - Manage customer escalations with professionalism, ensuring timely communication and effective resolution. - Guide customers through technical troubleshooting procedures and enable self-service wherever possible. - Configure customer-specific workflows and user interfaces using Botsync's no-code SyncOS™ platform. - Optimize robot fleet performance by identifying operational bottlenecks and recommending continuous improvements. - Partner closely with Product and Engineering teams to deploy software updates, preventive maintenance, and product enhancements. - Identify recurring field issues and provide actionable feedback to Engineering to improve product reliability, scalability, and customer experience. - Build automation tools, dashboards, monitoring utilities, and workflows that improve operational efficiency and customer success processes. - Maintain detailed documentation of customer interactions, incidents, resolutions, and operational best practices. - Collaborate with Robotics, Embedded, Software, Deployment, and Customer Success teams to ensure seamless customer operations. - Stay updated with the latest Botsync software releases, robotics technologies, and automation solutions to provide best-in-class customer support. - Travel to customer sites when required to support deployments, upgrades, maintenance, and issue resolution. Requirements - Bachelor's degree in Robotics, Mechatronics, Electronics, Electrical Engineering, Mechanical Engineering, Computer Science, or a related engineering discipline. - 5+ years of experience in Robotics Operations, Automation Engineering, Technical Support Engineering, Customer Success Engineering, Field Applications Engineering, or similar technical roles. - Hands-on experience supporting Autonomous Mobile Robots (AMRs), AGVs, warehouse automation, industrial automation, or robotics solutions. - Strong troubleshooting and root cause analysis skills across software, hardware, embedded systems, networking, and robotics platforms. - Working knowledge of Linux operating systems and command-line environments. - Understanding of electronics, sensors, PCBs, embedded systems, PLCs, conveyors, cobots, and industrial automation equipment. - Familiarity with networking concepts including TCP/IP, LAN, Wi-Fi, SSH, remote diagnostics, and distributed systems. - Knowledge of robotics concepts including localization, navigation, sensors, fault tolerance, fleet management, and real-time systems. - Experience with ROS (Robot Operating System) or mobile robotics is highly desirable. - Experience building operational dashboards, automation tools, monitoring systems, or scripting using Python, Bash, or similar technologies is an advantage. - Excellent customer communication, stakeholder management, and technical documentation skills. - Strong analytical thinking, problem-solving ability, and ownership mindset. - Ability to manage multiple priorities while collaborating effectively across cross-functional engineering teams. - Willingness to travel to customer sites approximately 15–20% of the time. Benefits - Competitive salary - Comprehensive health benefits package - Hustle of a young startup, always something to do and something to improve - Opportunities for professional development and growth into management roles - Collaborative and inclusive work environment