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.
• 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.
• 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