Job Description:We are looking for a hands-on Product Support Engineer to bridge customer operations and Product Engineering for our connected automation systems. This is a software-oriented, system-level role. You will troubleshoot complex product issues, support system integrations, prototype new capabilities, and work closely with Engineering to turn field problems into scalable long-term solutions.
The ideal candidate is comfortable working across software, cloud, configuration, integrations, and connected hardware, with the ability to understand how the complete system behaves in real-world environments.
Key Responsibilities:- Develop prototypes, scripts, tools, and lightweight source-code changes to validate new features, AI-enabled capabilities, and system integrations before full product development.
- Support proof-of-concept development and integration with emerging technologies, including AI and robotic systems.
- Configure and support integrations between our products and external systems, platforms, and connected equipment.
- Serve as a technical escalation point for complex customer and system issues and drive timely resolution.
- Troubleshoot end-to-end across software, cloud, networking, configuration, integrations, and overall system behavior.
- Maintain strong system awareness and recognize when physical components or device behavior may be contributing to an issue, while engaging the appropriate engineering team when needed.
- Reproduce issues, analyze logs and system data, identify root causes, and develop effective recovery or troubleshooting procedures.
- Work closely with Software and other Engineering teams to turn recurring field issues into reliable, scalable product solutions.
- Proactively identify failure patterns and improve diagnostic tools, monitoring, and troubleshooting methods.
- Visit customer sites when needed to investigate real-world product behavior, understand workflows, and translate field needs into actionable engineering feedback.
- Analyze new integration or feature needs, define technical requirements, and identify practical implementation approaches.
- Monitor product and software releases, communicate deployment updates, and serve as the main US point of contact for release communications and announcements.
Requirements- Bachelor's degree in Computer Science, Computer Engineering, or a related technical field, or equivalent practical experience.
- Hands-on programming or scripting experience and ability to read, debug, and modify existing source code.
- Strong system-level troubleshooting and root cause analysis skills.
- Strong sense of urgency and responsiveness when supporting customers and internal teams, with the ability to prioritize and act quickly on time-sensitive issues.
- Comfortable working with connected hardware and physical systems as part of system-level investigation.
- Strong customer-facing communication and ability to work effectively with Engineering teams.
- Willingness to travel locally to customer sites when needed.
Preferred Qualifications- Experience with robotics, automation equipment, connected devices, or integrated hardware/software systems.
- Experience integrating software with third-party platforms, APIs, or external devices.
- Experience with Python, C/C++, or similar programming languages.
- Experience developing diagnostic tools, prototypes, internal tools, or technical POCs.
- Familiarity with cloud services, device telemetry, remote diagnostics, AI-enabled applications, or robotics integration.
Salary Range: $100, 000 - $120,000
Benefits- Fully company-paid Medical and 99% company-paid Dental and Vision Insurance
- 15 days Paid Time Off, 7 sick days, 14 holidays, Wellness Benefits, Cell Phone and Internet reimbursement, 401K
- Beautiful new SF office with outdoor rooftop workspace
- Free beverages with our Bot, snacks, and Wednesday lunches
