About The Role

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

Deliver first-line technical support for Botsync's AMRs and SyncOS platform, ensuring fast issue resolution and exceptional customer experience.
Proactively monitor deployed robotic systems, automate support workflows, and coordinate successful remote customer deployments.
Provide prompt and effective 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.
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.
Travel to customer sites when required to support deployments, upgrades, maintenance, and issue resolution.
Bachelor's degree in Electronics, Electrical Engineering, Mechatronics, Robotics, Computer Science, or a related engineering discipline.
5-8 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 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.
Willingness to travel to customer sites approximately 15–20% of the time.
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