Support Escalation Engineer

San Carlos, CARobust AI /Full Time /RemoteAbout you and this role:Robust AI is a fast-growing, early-stage startup building the next generation of smart, collaborative, and safe autonomous mobile robots (AMRs). As an Escalation Support Engineer, you will fulfill Tier 3 support responsibilities, serving as the critical interface between our customers, Sales, Tier 1/2 Support, Hardware, and Development Engineering. You will own the resolution of complex hardware and software problems, helping us build robots that are truly robust and flexible.Our robots rely on sophisticated navigation systems built on ROS and Linux, managed through a cloud-based portal. This role requires deep technical expertise in Linux and a passion for inventing new debugging techniques to keep our fleet running smoothly in dynamic warehouse environments.Main responsibilities:Develop tools and processes to improve product diagnosis and maintain system healthManage the escalation process and ensure adherence to customer response guidelines in a collaborative environmentExamine diagnostic data from Tier 1/2 Support Engineers to determine root cause and next stepsWork closely with Engineering to resolve complex issues and provide feedback for product hardeningDocument technical resolutions to build our internal knowledge baseParticipate in cross-functional forums to drive continuous process and product improvementsWhat you'll bring to the table:Minimum of 3 years of industry experience in a customer-facing technical capacity (field engineering, support, etc.)In-depth knowledge of the Linux operating system Familiarity with collaborative tools like GitHub and JiraAbility to travel to customer sites as required to support onsite stabilizationStrong problem-solving skills and a desire to learn in a fast-paced startup environmentKnowledge of scripting languages like PythonKnowledge of the ROS (Robot Operating System)Experience with cloud computing and Docker containersKnowledge of electrical and mechanical aspects of roboticsWhat we offer:Base salary, depending on your skills, qualifications and experienceStock options and huge growth potentialStrong startup (and fun) cultureMedical, Dental, and Vision coverageFlexible vacation and sick leave practicesPaid parental leave$120,000 - $150,000 a yearRobust AI fosters a culture of belonging and a shared commitment to equality and equity.Having a diverse set of perspectives is key to ensuring AI and robotics serve the needs of all.We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.