Technical Support Engineer (Robotics)

Tutor Intelligence is building reliable learning experiences with robots, and your work will directly improve what support teams and customers see every day. As a Technical Support Engineer (Robotics), you will diagnose and resolve robot issues from escalations, help restore units to production, and contribute to long-term fixes that reduce repeat incidents. The role includes a fixed weekday shift at our Watertown, MA office and shared nights-and-weekends on-call coverage.

What you’ll do

• Own robot escalations from support teams during your shift via phone and Slack, using logs, telemetry, and video to diagnose issues and get robots back to work.
• When an issue is urgent and beyond your scope, escalate to the software engineer on-call with the right context.
• Participate in the nights-and-weekends on-call rotation shared with the software engineering team.
• Scope and drive fixes for recurring problems, including small robot-side bug fixes, improvements to customer-facing UI, and hardware error messages that guide operators or technicians on what to do next.
• Implement small, requested feature tweaks based on input from customer support teams.
• Ship small, well-tested PRs into a large production codebase while following team conventions.
• Track larger software issues using data (for example, frequency, which robots are impacted, and uptime cost), then raise them to the core software team with clear issue write-ups.
• Improve support playbooks to reduce the number of incidents that require an engineer.
• Use AI coding agents heavily every day to investigate issues and write code.

What you bring

• Experience debugging production software, especially systems that depend on hardware (in or out of robotics).
• Comfort reading and writing Python and navigating a large codebase you didn’t build.
• Ability to write reliable, maintainable code, with testing, debugging, and integration responsibilities handled end to end.
• Fluency with Linux command line, SSH, and reading logs.
• Clear communication of progress, blockers, and tradeoffs, including with non-engineers and under time pressure.
• Strong documentation habits: ticket updates, commit messages, and issue write-ups that others can act on.
• Ability to work the assigned shift and take on-call shifts, including nights and weekends.
• A degree in computer science, mechanical engineering, robotics, or a related field.

Schedule and on-call structure

This role runs a fixed weekday shift in the office, either early (7:00am–3:00pm ET) or late (11:00am–7:00pm ET). During your shift hours, your team is the first on-call point for engineering debugging for every robot escalation from the 24/7 support team, with software on-call behind you when additional support is needed.

Outside shift hours, you will share the nights-and-weekends on-call rotation with the software engineering team. As the team grows, Technical Support Engineers will take on a larger share of after-hours coverage.

Benefits

• Fully employer-covered health insurance, with no premium charged to you.
• Managed 401(k) to support long-term planning.
• Generous time off: unlimited PTO plus all federal holidays off for full-time salaried employees; 16+ days of accrued paid time off plus 1.5x pay on federal holidays for hourly employees.
• Regular in-office meals and team social events throughout the year.

Technologies you’ll use

• Python, Linux command line, Linux, SSH, Slack
• AI coding agents
• PRs in a production codebase