Senior Robotic Support Engineer

At Path Robotics, we’re attacking a trillion dollar opportunity - doing things that have never been done before to support an industry hurting from a lack of skilled labor. Big, hard problems are what Path tackles every day and our people are our greatest asset to get that job done. Our intelligent, hardworking team of people do the impossible every single day, yet remain incredibly kind, humble, and always ready to support one another. 

The Senior Robotics Support Engineer will serve as a vital bridge between our internal Mission Control and development teams, ensuring effective resolution of technical issues while driving long-term improvements in support processes, tools, and documentation. This role is pivotal in enhancing operational efficiency, reducing developer context-switching, and building scalable support systems.

What You’ll Do

Support and Resolution

• Act as the L2 support layer, handling escalated issues from Mission Control (L1) and collaborating with developers (L3) for resolution.
• Perform root cause analysis to ensure thorough understanding and resolution of recurring issues.
• Gradually expand expertise to resolve more issues at the L2 level without L3 escalation.

Process and Tool Development

• Develop tooling, processes, documentation, and SOPs to minimize support escalations.
• Build playbooks and solutions that enable Mission Control to resolve issues independently.
• Create automated solutions, bug fixes, and workarounds to proactively prevent support issues.
• Maintain a comprehensive database of documentation and playbooks for common technical issues.

Collaboration and Reporting

• Work with Mission Control to establish and refine SOPs for ticket triage, handling, and communication.
• Track and analyze support metrics and SLOs for response and resolution times.
• Report frequent and resource-intensive support cases to developers, providing actionable insights.
• Collaborate with developers and test engineers to ensure adequate test coverage for recurring issues.

Who You Are

• Bachelor’s or Master’s degree in Computer Science, Software Engineering, Robotics Engineering, or a related field, or equivalent experience.
• Strong experience with robotics, path planning, and point cloud processing.
• Exposure to machine learning concepts and applications.
• Strong proficiency in Python and C++.
• Proven ability to develop SOPs and playbooks for operational efficiency.
• Strong cross-functional collaboration skills with technical and non-technical teams.
• Expertise in triaging and prioritizing issues based on impact and urgency.
• Exceptional time management and a self-directed approach to finding high-value work.
• Strong commitment to maintaining and enhancing documentation.

Who We Are

At Path Robotics we love coming to work to solve interesting and tough challenges but also because our ideas are welcomed and valued. We encourage unique thinking and are dedicated to creating a diverse and inclusive environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

Why You'll Love It Here

• Free lunch every day
• Flexible PTO
• Medical, Dental and Vision insurance with 100% coverage on monthly medical premiums for you and any dependents (nothing comes out of your paycheck!)
• 6 weeks 100% paid parental leave plus an additional 6-8 weeks maternity leave for the
  birthing parent (12-14 weeks total)
• 401K through Empower
• Paid Referral Bonus