Senior Robotics Technical Support Engineer

Role overview

Berkshire Grey is hiring a Sr Robotics Technical Support Engineer to provide advanced support during commissioning and 24/7 customer operations. This role diagnoses complex issues across robotic hardware, software, controls, Linux, and networks, and serves as the senior escalation point for the rest of the support team.

The engineer partners with Engineering and service teams to restore operations and prevent recurring failures. The role combines hands-on troubleshooting, small software projects, and AI agent interactions with clear customer communication, incident leadership, and accountability for reliable results.

Key responsibilities

• Diagnose complex failures across robotic hardware, software, controls, Linux, and networks.

• Analyze logs, telemetry, and system data to recreate failures and establish root causes.

• Troubleshoot sensors, cameras, actuators, conveyor systems, PLC/HMI interfaces, and calibrations.

• Develop API integrations and automated support workflows.

• Use GitHub and approved release processes for software changes.

• Use AI agents for diagnostics, data analysis, scripting, knowledge retrieval, and documentation.

• Validate AI outputs, troubleshoot agent interactions, and protect customer data.

• Lead high-severity incident calls, coordinate responders, and verify recovery with customers.

• Manage Salesforce cases and Jira issues with timely updates, clear ownership, and complete evidence.

• Partner with Program and Project Management, Engineering, Supply Chain, and Customer Success teams on technical risks and customer improvement.

• Coordinate Support, Field Services, and Deployment through commissioning and support handover.

• Coordinate safe recovery, field work orders, parts replacement and replenishment, and corrective actions through completion.

• Communicate technical findings, customer impact, and next steps to customers and leadership.

• Improve restoration times, customer experience, and reliability through measurable corrective actions.

• Mentor engineers and maintain knowledge articles, standard operating procedures, and runbooks.

Required qualifications

• Bachelor’s degree in Engineering, Computer Science, or Robotics, or equivalent practical experience.

• 7+ years of relevant experience; 3+ years resolving complex robotics or automation issues in a customer-facing role.

• Strong Linux/Unix administration and robotic hardware diagnostic skills.