Bachelor's degree in Robotics, Mechatronics, Software Engineering, Electrical Engineering, or a related field
2+ years of experience troubleshooting robotics systems
2+ years of experience developing technical guides, SOPs, and/or training materials
Strong troubleshooting skills across hardware, software, and electrical systems
Ability to stay calm and organized while handling multiple escalations
Excellent written and verbal communication skills for diverse audiences
Willingness to work assigned shifts and travel up to 25% of the time
Responsibilities
Own all field escalations during your shift as the primary technical contact
Support Engineers and Technicians in real-time troubleshooting
Perform and coordinate software updates on deployed robots
Monitor deployed robots and prioritize issues based on urgency
Record field issues accurately and consistently
Perform first-level triage and root cause analysis
Define and maintain troubleshooting guides and training materials
Benefits
Medical, Dental and Vision
401k and match
Life and Disability Insurance
Paid Parental Leave, Marriage, Bereavement and more
Health & Wellness Program
Continued Education support
18 days PTO for new hires
Full Job Description
Employment Type: Full-Time
Location: Austin, TX (on-site, with up to 25% travel to customer sites)
Schedule: Shift-based. Current shifts are 5:00 AM to 1:30 PM CT or 1:30 PM to 10:00 PM CT. Shift times may change as customer operating hours change. Intro
Contoro Robotics is an Austin, Texas-based startup building AI-powered industrial robots to transform warehouse operations. Our mission is to deliver reliable robots that solve real-world labor shortages while pushing the boundaries of human-in-the-loop robotics.
We are looking for a Remote Support Engineer who is technically curious, systematic, calm under pressure, and excited to work at the intersection of robotics, software, and real-world operations. You enjoy getting to the bottom of hard problems, and you enjoy teaching others how to do the same. About the Role
As a Remote Support Engineer, you will be the primary point of escalation for all field issues during your shift. You will learn every aspect of how our robots operate, including hardware, sensors, electrical systems, software, and networking, and use that knowledge to support on-site Engineers and Technicians as they troubleshoot issues in the field.
Day to day, you will help resolve live field issues, perform software updates, record issues reported from customer sites, and lead first-level triage and root cause analysis (RCA) before escalating to our development teams.
You will also help build the foundation of our remote support organization. You will define troubleshooting guides and SOPs and develop the training program for future Remote Support Associates.
This role is based in Austin, TX, with occasional travel (less than 25%) to customer sites to gain firsthand experience with how our robots are deployed and operated. Job Responsibilities Field Escalations & Remote Support
Own all field escalations during your shift, serving as the primary technical contact for on-site Engineers and Technicians
Support Engineers and Technicians in real time as they troubleshoot hardware, software, electrical, network, sensor, and operational issues
Perform and coordinate software updates on deployed robots, and verify robot health and performance after each update
Monitor deployed robots through internal tools, respond to alerts and exceptions, and prioritize issues based on urgency and customer impact
Maintain awareness of multiple active deployments at once
Follow established safety procedures and verify that robots are operating safely and within established parameters
Triage & Root Cause Analysis
Record issues reported from the field accurately and consistently, including logs, screenshots, images, timestamps, and steps to reproduce
Perform first-level triage and RCA to determine whether an issue can be resolved in the field or needs to be escalated
Escalate issues to software, hardware, and autonomy development teams with clear problem statements and supporting data
Identify recurring issues and trends across robots and sites, and communicate patterns to engineering and operations teams
Track escalated issues through to resolution and help verify fixes in the field
Documentation & Training
Define, write, and maintain troubleshooting guides, playbooks, and SOPs for the robot fleet
Develop training materials and onboarding programs for future Remote Support Associates
Train and mentor Remote Support Associates, and act as their escalation point
Keep documentation current as new issues are discovered, software is released, and field feedback comes in
Help establish best practices and processes as the remote support organization grows
Field Experience
Travel to customer sites occasionally (less than 25%) to observe operations firsthand, support deployments as needed, and bring field insights back into guides and training
Qualifications
Bachelor's degree in Robotics, Mechatronics, Software Engineering, Electrical Engineering, or a related field
2+ years of experience troubleshooting robotics systems
2+ years of experience developing technical guides, SOPs, and/or training materials
Strong, methodical troubleshooting skills across hardware, software, and electrical systems
Ability to stay calm and organized while handling multiple simultaneous escalations
Excellent written and verbal communication skills, with the ability to explain technical issues clearly to both technical and non-technical audiences
Ability to work an assigned shift (currently 5:00 AM to 1:30 PM or 1:30 PM to 10:00 PM CT) and adapt as operating hours change
Ability to travel to customer sites up to 25% of the time
Preferred Qualifications
Experience with Jira or another ticket management system (TMS)
Experience with Linux, ROS 1 and 2, and PLCs
Experience supporting autonomous robots, industrial equipment, warehouse automation, or other connected physical systems
Experience performing remote software deployments or updates on fielded hardware
Working knowledge of TCP/IP networking, including IP addressing and subnetting, DNS, DHCP, VLANs, and Wi-Fi/LTE connectivity, with hands-on experience diagnosing network issues using tools such as ping, traceroute, SSH, and Wireshark/tcpdump
Experience with monitoring dashboards and log analysis tools
Experience building or running a technical training program
Familiarity with tools such as Confluence and Slack
Company Benefits
Medical, Dental and Vision
401k and match
Life and Disability Insurance
Paid Parental Leave, Marriage, Bereavement and more
