We're looking for a technically credible, customer-oriented engineering thinker to own a portfolio of customer sites running Tutor robots in production. You'll be the primary partner for each of your sites — the person their operations, engineering, and maintenance teams trust when something matters — and you'll be accountable for the operational and technical success of those deployments over time.
This is not a traditional Customer Success role, and it's not a product engineering role either. You won't be writing application code, designing novel robotic applications, or doing core feature development. What you will do is develop deep working knowledge of our systems, diagnose issues across software, mechanical, and process dimensions in your customers' real-world environments, and partner with engineering to execute technical improvements that make your customers successful. The work is genuinely technical — you need to understand how our robots work well enough to be the credible technical voice on the customer side — but the goal is to help customers operationally and technically utilize the product we've built, not to extend it.
The role is also genuinely relationship-driven. The customers in your portfolio will know you, trust you, and call you first when they need help. You'll spend meaningful time on-site at your facilities, remote time on technical diagnosis and tuning, and ongoing time partnering with your customers' engineering and operations leaders. Internally, you'll work alongside our engineering, support, and maintenance teams, and your insights from the field will directly shape our product roadmap.
This role sits at the intersection of robotics, operations, and customer partnership. The right person is energized by all three.
Responsibilities
- Own a portfolio of customer sites end-to-end: be the primary technical partner for each, build deep trust with their operations, engineering, and maintenance teams, and be accountable for the operational and technical success of those deployments
- Develop deep working knowledge of our robot systems — software, hardware, and operational characteristics — sufficient to diagnose issues credibly and partner with engineering on resolution
- Diagnose and resolve operational and technical issues in your customers' real-world environments, working through software configuration, mechanical adjustments, process changes, and root-cause analysis
- Partner with our engineering team to execute technical improvements that benefit your customers — bringing context, prioritization, and field validation, rather than writing the code yourself
- Track the health and performance of your assigned fleet — uptime, reliability, throughput, customer satisfaction — and proactively act on signals
- Translate field reality into product insights for our engineering and product teams; be the voice of your customers in our internal roadmap conversations
- Partner with Account Executives on expansion conversations where customer success creates natural opportunities for growth
Requirements
- 2–5+ years of experience in a technical customer-facing role: applications engineering, field engineering, robotics deployment, solutions engineering, technical account management, or similar
- Technical depth in at least one of: robotics, industrial automation, controls, mechatronics, manufacturing systems, or warehouse/logistics technology
- Comfort working hands-on with both software and physical systems, especially in real-world operational environments
- Aptitude for developing deep working knowledge of complex technical systems built by others — you don't need to build it from scratch, you need to understand it deeply enough to diagnose, tune, and improve outcomes
- Genuine relationship orientation — you take pride in being trusted by customers over time, not just in delivering projects
- Strong communication skills; able to be technically credible with customer engineering and ops teams, and clear with non-technical operators and leaders
- Willingness to spend meaningful time on-site at customer facilities
Nice to haves (zero or more)
- Direct experience deploying or supporting robotics in production environments
- Background in warehouse, manufacturing, or other industrial operations
- Experience working closely with engineering teams to diagnose and resolve technical issues — bringing field context to engineering decisions
- Deep interest in robotics, automation, or the future of physical AI
Why This Role Is Unique
- Work at the intersection of cutting-edge robotics and real-world industrial operations, helping bring advanced AI systems into factories and warehouses
- Own the success of real customers running real robots in production — your work directly determines whether the future of physical AI happens in their facility
- Join Tutor during a period of rapid growth and expanding deployments, where this function plays a central role in scaling our fleet
- Help build and shape what this function looks like at Tutor, working closely with engineering, product, and operations teams
Tutor Intelligence Watertown, Massachusetts, USA Office
80 Coolidge Hill Rd, Watertown, Massachusetts , United States, 02472
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