Robotics Operations Engineer - L1

We are seeking an analytical, hands-on Support Engineer to help ensure our products' last mile success. You will play a crucial role managing the intersection of our software, hardware, and live operations, acting as a critical bridge between customers and Engineering teams. You will help convey vital information in both directions, optimize product performance, and help our Product and Engineering teams continuously improve our products with your field insights.

The key responsibilities include

• Provide prompt and effective L1 technical support to customers through phone, email, and chat.
• Continuously monitor deployed AMRs and customer environments using operational dashboards, identifying and resolving issues before they impact operations.
• Troubleshoot a wide range of software, hardware, networking, and robotics-related issues across Botsync's AMR ecosystem.
• Perform root cause analysis by micro-analyzing AMR hardware, embedded systems, software behavior, and deployment configurations.
• Diagnose electronics-related issues involving PCBs, sensors, peripherals, and system components, escalating complex cases when required.
• Create and maintain automation tools that improve support efficiency, including dashboards, monitoring utilities, automated alerts, and response workflows.
• Guide customers through troubleshooting procedures and provide clear technical instructions to enable faster issue resolution.
• Prepare customer-specific user interfaces and workflows using Botsync's no-code SyncOS™ platform.
• Coordinate and execute remote deployments of Botsync's robotics solutions in collaboration with internal engineering teams and implementation partners.
• Maintain accurate documentation of customer interactions, incidents, resolutions, and knowledge base articles.
• Collaborate closely with Robotics, Embedded, Software, and Deployment Engineering teams to resolve escalated issues.
• Continuously learn new products, technologies, and robotics systems to improve technical expertise and customer support quality.
• Bachelor's degree in Electronics, Electrical Engineering, Mechatronics, Robotics, Computer Science, or a related engineering discipline.
• 1+ years of experience in Technical Support, Customer Support Engineering, Robotics Operations, Electronics, Automation Engineering, or a similar technical role.
• Strong analytical and troubleshooting skills across hardware, software, and networking domains.
• Basic understanding of electronics fundamentals, PCB components, embedded systems, sensors, and electrical systems.
• Familiarity with Linux operating systems and basic command-line utilities.
• Basic understanding of networking concepts including IP addressing, LAN, Wi-Fi, SSH, and remote connectivity.
• Exposure to robotics systems, AMRs, AGVs, IoT devices, or industrial automation is an advantage.
• Understanding of log analysis, monitoring dashboards, and incident management processes is a plus.
• Basic programming or scripting knowledge (Python, Bash, or similar); experience building simple automation tools is an advantage.
• Experience using ticketing systems, CRM platforms, or technical support tools is a plus.
• Excellent problem-solving, communication, and interpersonal skills with a customer-first mindset.
• 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