Contoro Remote Support Engineer at Contoro Robotics to provide technical escalation and remote support for warehouse automation robots. Support troubleshooting hardware, software, electrical, network, and sensor issues.
Responsibilities
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.
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
Qualification
Bachelor's degree in RoboticsStrongExperience with LinuxExperience supporting autonomous robotsWorking knowledge of TCP/IP networking
Required
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
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
