Technical Support Engineer

Technical Support Engineer

Seegrid is the leading provider of Physical AI for material handling. Our solution includes autonomous mobile robots (AMRs), fleet management software, actionable analytics, and best-in-class services and support. Our technology is proven. Our AMRs have safely driven millions of autonomous miles in real-world production facilities. We are seeking energetic, bright, and friendly people to help achieve our vision: to fortify global supply chains and create profitable economies with safe, seamless, and smart mobile robotics solutions.

About the Role:

Reporting to the Manager of Technical Services, our Technical Support Engineers are the backbone of Seegrid. In this role, you will provide critical remote support for our fleet of robotic powered industrial vehicles deployed at customer sites nationwide. This is not a typical IT helpdesk role - you will sit at the intersection of cutting-edge robotics, software, and hardware, collaborating closely with our Field Service, Engineering, and QA teams. We inject passion into our work so that our customers look brilliant and achieve their goals. If you thrive in a fast-paced environment, love deep technical problem-solving, and want to work at a company voted a Best Place to Work in Pittsburgh (small-business category), we want to hear from you.

Our Culture & Who You Are:

At Seegrid, how we work together matters just as much as what we build. We highly value collaboration, mutual respect, and team spirit.

• Culture First: We fiercely protect our award-winning culture. Technical brilliance is highly valued, but never at the expense of kindness, empathy, and mutual respect. We look for team players who elevate those around them and are genuinely enjoyable to collaborate with.
• Growth Mindset: You possess a strong work ethic, a hunger to learn, and an enthusiasm for collaborative problem-solving.
• Customer-First Attitude: You genuinely care about customer satisfaction and possess a deep commitment to making our users happy.

What Your First Year Looks Like:

We believe in setting our team up for success. Here is what you can expect as you ramp up:

• First 30 Days: Immerse yourself in onboarding at Seegrid HQ. You'll learn our truck systems, the Seegrid Server architecture, and troubleshooting basics while shadowing our experienced team to master the case workflow.
• First Quarter: Transition from shadowing to owning your own cases, and integrate into the after-hours-on-call rotation
• By 6 Months: Confidently tackle complex, multi-layered troubleshooting, specifically focusing on the Seegrid Supervisor platform and advanced application issues.
• By 1 Year: Serve as a subject matter expert. You will independently root-cause complex issues, mentor new team members, and stay ahead of the curve on our latest software and hardware updates.

Key Responsibilities:

• Advanced Troubleshooting: Diagnose and resolve complex technical issues related to robotic vehicle software, hardware interfaces, and network connectivity
• Automation & Tooling: Develop custom scripts (Python/BASH) and database queries (SQL) to automate data extraction, pull diagnostic logs, and streamline the troubleshooting process.
• Customer Advocacy: Deliver exceptional, empathetic remote support to customers ensuring timely resolution and high satisfaction.
• Data & Documentation: Meticulously track, manage, and document support cases, technical findings, and resolutions within Salesforce.
• Cross-Functional Collaboration: Partner with Field Service, Engineering, and Customer Success teams to escalate bugs and drive permanent product resolutions.
• Continuous Learning: Maintain an active hunger for development by participating in regular product, software, and hardware training.

Qualifications & Experience:

• Education/Experience: Bachelor's degree OR 3+ years of experience in a hands-on technical support or systems engineering role
• Linux Mastery: Strong technical knowledge of Linux OS navigation, log analysis, and system administration
• Scripting Proficiency: Ability to read, modify, and write Python or BASH scripts to automate tasks and extract critical diagnostic data
• Databases: Familiarity with writing Postgres/SQL queries to pull information and analyze system states

Seegrid has been recognized nationally as a Best-Place-to-Work. We'd love to have you join us!

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, nation origin, protected veteran status, or disability status. Seegrid is an equal opportunity employer Minorities/Females/People with Disabilities/Protected Veterans/Sexual Orientation/Gender Identity.