Senior Support Engineer

Boston, Massachusetts · Remotefull timeRemote

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senior

$180k–$210k

H1B: no

Sereact Senior Support Engineer at Sereact responsible for providing technical support and incident management for AI-powered robotic systems. Diagnose complex hardware and software issues and collaborate cross-functionally to improve product reliability.

Responsibilities

Serve as the primary technical support contact for customers operating Sereact robotic systems
Provide timely remote support, diagnosing hardware, software, networking, and system integration issues
Own customer incidents from initial report through resolution while providing clear communication and status updates
Participate in an on-call support rotation for critical customer issues
Collaborate with software, robotics, deployment, and hardware teams to resolve complex technical issues
Perform root cause analysis and drive improvements to product reliability, support processes, documentation, and knowledge bases
Develop and improve internal support tools, customer dashboards, debugging utilities, and ticketing workflows
Support software updates, hardware upgrades, and system maintenance activities
Partner with deployment engineers to ensure smooth customer handoffs
Provide customer feedback that influences future product development
Proactively monitor deployment health and identify issues before they impact operations
Support field deployments and help establish best practices for the North American support organization

Qualification

Education and ExperienceBachelor's degree in Computer ScienceExperience with roboticsExperience with DockerExperience with AIExperience with KubernetesExperience in warehouse automation

Required

Education and Experience
Bachelor's degree in Computer Science, Engineering, Robotics, or related field (or equivalent practical experience).
5+ years supporting complex hardware/software systems in customer-facing environments.
Experience with robotics, automation, or industrial equipment.
Experience troubleshooting Linux-based systems using SSH, Docker, and command-line tools.
Willingness to travel internationally for training and periodically throughout North America (approximately 10%).
Strong Python and Linux troubleshooting skills.
Experience with Docker, SQL, networking fundamentals, and API-based systems.
Excellent analytical problem-solving and root cause analysis.
Exceptional written and verbal communication with strong customer focus.
Highly organized with an ownership mentality and ability to manage multiple priorities.
Comfortable working independently in a fast-paced startup environment.

Preferred

Experience with AI, robotics, ROS, or autonomous systems.
Experience with Kubernetes, cloud infrastructure, or DevOps tooling.
Experience in warehouse automation, logistics, or industrial manufacturing

Benefits

Dental
Vision
401(k)
PTO
Equity/RSU
Parental Leave
Wellness

Company

Sereact

View company page

Source: ashby

Active within the past hour

Remote-friendly

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Must-Have Skills for This Role

SSHDockerPythonLogsDiagnostic ToolsRobotics

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