Support Engineer

Compensation and Location

Location: Westborough, MA (onsite)

Salary: USD 90,400 - 158,200 per year

Responsibilities

• Perform complex diagnostics and resolve critical robotic system issues through advanced data analysis and technical troubleshooting.
• Provide timely, accurate solutions to customer requests through effective ticket handling.
• Lead high-severity incident response, coordinating cross-functional teams and business lines to drive rapid resolution of critical robotic system issues.
• Drive continuous improvement by developing technical documentation, knowledge base articles, and SOPs; design and optimize automated workflows to boost team efficiency and robotic performance.

Requirements

• Bachelor's degree or above in Electrical or Mechanical Engineering, or Master's degree or above in computer science, engineering, mathematics, or equivalent.
• Strong written and verbal communication with the ability to present complex technical information clearly to executives and non-technical leaders.
• Strong analytical skills, attention to detail, and effective communication, or hands-on experience troubleshooting and debugging technical systems.
• Experience with Linux/Unix operating systems.
• Experience in an AWS environment, including VPC, EC2, EBS, S3, SQS, CloudFormation and Lambda.
• Experience working with databases and SQL.
• Experience in automation or monitoring frameworks, deployment or development.
• Experience with scripting or programming in Ruby, Python, Shell/BASH scripting, Java, C/C++, C*, Perl, or other languages.
• 4+ years of experience in a technical role, preferably in support engineering or system administration.

Technologies

• Linux/Unix
• AWS (VPC, EC2, EBS, S3, SQS, CloudFormation, Lambda)
• SQL
• Ruby
• Python
• Shell/BASH scripting
• Java
• C/C++, C*
• Perl

Benefits

• Medical, Dental, and Vision Coverage
• Maternity and Parental Leave Options
• Paid Time Off (PTO)
• 401(k) Plan

Preferred Qualifications

• Knowledge of UNIX/Linux operating system