Provides advanced technical support for robotic systems during commissioning and 24/7 customer operations. Diagnoses hardware, software, controls, Linux, network, and automation failures; analyzes logs and telemetry; develops integrations and support workflows; leads major incidents; coordinates engineering, field service, and customer teams; manages cases and corrective actions; validates AI-assisted diagnostics; and mentors engineers while improving system reliability and recovery times.
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.
- Network diagnostics across TCP/IP, switching, routing, VLANs, DNS, VPNs, and firewalls.
- Programming or scripting in Python, Bash, C++, Java, or similar languages; experience with GitHub.
- Experience with databases, SQL, log analysis, APIs, and AI agents or coding assistants.
- Kubernetes cluster management experience.
- Proven escalation ownership and sustained collaboration across engineering and service teams.
- Clear communication with customers, executives, and nontechnical stakeholders under pressure.
- Strong analytical judgment, attention to detail, and prioritization in ambiguous, urgent situations.
Preferred experience
- 3+ years leading technical incident calls or managing major incidents.
- Salesforce and Jira case management.
- MacTalk or similar motor commissioning tool.
- Studio 5000 Logix Designer or similar PLC programming and configuration software.
- Cloud infrastructure, virtual networks, compute, storage, messaging, and serverless automation.
- Computer vision, machine learning, motion planning, containers, and AI agent integrations.
Travel
- Less than 5% expected; may reach 20% or higher during training.
5120-2603HN
Berkshire Grey Bedford, Massachusetts, USA Office
140 South Road, Bedford, MA, United States, 01730
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