Technical Support Engineer

Locus Robotics is a global leader in warehouse automation, delivering unmatched flexibility and unlimited throughput, and actionable intelligence to optimize operations. Powered by LocusONE, an AI-driven platform, our advanced autonomous mobile robots seamlessly integrate into existing warehouse environments to enhance efficiency, reduce costs, and scale operations with ease.

Trusted by over 150 industry leading retail, healthcare, 3PL, and industrial brands in over 350 sites worldwide, Locus enables warehouse operators to achieve rapid ROI, minimize labor costs, and continuously improve productivity. Our industry-first Robots-as-a-Service (RaaS) model ensures ongoing innovation, scalability, and cost-effectiveness without the burden of significant capital investments. With proven capabilities in diverse workflows—from picking and replenishment to sorting and pack-out—Locus Robotics empowers businesses to meet peak demands and adapt to ever-changing operational needs.

As part of our Customer Success team, you’ll be the technical expert driving seamless robotic system deployments, troubleshooting complex issues, and acting as an escalation point for clients and onsite engineering teams. You’ll work across software, hardware, and IT teams, gaining broad exposure to all technical aspects of our robotics platform.

The working hours for this role are:

Thurs 6PM - 2AM ET

Fri 6PM - 2AM ET

Sat 6PM - 6AM ET

Sun 6PM - 6AM ET

Responsibilities

• Own the execution of software version upgrades and new release deployments.
• Manage and update SLAM-based maps, implementing changes to optimize robot navigation.
• Configure site-specific parameters to optimize robot performance for customer sites (aisle widths, flooring adjustments, and other environmental factors).
• Track, analyze, and report trends in support requests, bugs, and system failures to help drive long-term product improvements.
• Manage customer support tickets for tier 2 technical issues while providing superior customer support, ensuring a smooth experience for clients, vendors, and internal teams.
• Develop and maintain documentation, FAQs, and internal troubleshooting guides.
• Collaborate with cross-functional teams to diagnose and resolve complex system issues.
• Contribute to product/tool improvement by relaying customer feedback and field observations to design and engineering teams.

Qualifications

• Bachelor’s Degree in Computer Science, Robotics (or a related discipline), or equivalent professional experience.
• 3+ years' experience demonstrating hands-on hardware and software troubleshooting skills.
• Strong foundational understanding of ROS, Python and/or C++ coding, and Linux environments.
• Ability to communicate technical/complex information both verbally and in writing.
• Proven experience balancing multiple tasks concurrently and responding to emergency situations effectively.
• Excellent written and verbal English communication skills, with the ability to effectively engage with internal and external stakeholders at all levels of the organization.

Additional Information

Locus Robotics is an equal opportunity employer.