Remote Support Engineer, Deployment

JOIN CONTORO ROBOTICS – REVOLUTIONIZING WAREHOUSE AUTOMATION WITH CUTTING-EDGE ROBOTICS At Contoro Robotics, we're on a mission to solve labor challenges through advanced robotic solutions. Headquartered in Austin, TX, our fast-growing startup is transforming the supply chain industry with our flagship warehouse automation technology. Our team is made up of top-tier experts in robotics, AI, and logistics, working together to push the boundaries of automation. We’re looking for talented and ambitious individuals to join us on this journey—helping shape the future of robotics while growing alongside a world-class team. If you're passionate about innovation, problem-solving, and making a real-world impact, we want to hear from you! Employment Type: Full-Time Location: Austin, TX (on-site, with up to 25% travel to customer sites) Schedule: Shift-based. Current shifts are 5:00 AM to 1:30 PM CT or 1:30 PM to 10:00 PM CT. Shift times may change as customer operating hours change. INTRO Contoro Robotics is an Austin, Texas-based startup building AI-powered industrial robots to transform warehouse operations. Our mission is to deliver reliable robots that solve real-world labor shortages while pushing the boundaries of human-in-the-loop robotics. We are looking for a Remote Support Engineer who is technically curious, systematic, calm under pressure, and excited to work at the intersection of robotics, software, and real-world operations. You enjoy getting to the bottom of hard problems, and you enjoy teaching others how to do the same. ABOUT THE ROLE As a Remote Support Engineer, you will be the primary point of escalation for all field issues during your shift. You will learn every aspect of how our robots operate, including hardware, sensors, electrical systems, software, and networking, and use that knowledge to support on-site Engineers and Technicians as they troubleshoot issues in the field. Day to day, you will help resolve live field issues, perform software updates, record issues reported from customer sites, and lead first-level triage and root cause analysis (RCA) before escalating to our development teams. You will also help build the foundation of our remote support organization. You will define troubleshooting guides and SOPs and develop the training program for future Remote Support Associates. This role is based in Austin, TX, with occasional travel (less than 25%) to customer sites to gain firsthand experience with how our robots are deployed and operated. JOB RESPONSIBILITIES FIELD ESCALATIONS & REMOTE SUPPORT - Own all field escalations during your shift, serving as the primary technical contact for on-site Engineers and Technicians - Support Engineers and Technicians in real time as they troubleshoot hardware, software, electrical, network, sensor, and operational issues - Perform and coordinate software updates on deployed robots, and verify robot health and performance after each update - Monitor deployed robots through internal tools, respond to alerts and exceptions, and prioritize issues based on urgency and customer impact - Maintain awareness of multiple active deployments at once - Follow established safety procedures and verify that robots are operating safely and within established parameters TRIAGE & ROOT CAUSE ANALYSIS - Record issues reported from the field accurately and consistently, including logs, screenshots, images, timestamps, and steps to reproduce - Perform first-level triage and RCA to determine whether an issue can be resolved in the field or needs to be escalated - Escalate issues to software, hardware, and autonomy development teams with clear problem statements and supporting data - Identify recurring issues and trends across robots and sites, and communicate patterns to engineering and operations teams - Track escalated issues through to resolution and help verify fixes in the field DOCUMENTATION & TRAINING - Define, write, and maintain troubleshooting guides, playbooks, and SOPs for the robot fleet - Develop training materials and onboarding programs for future Remote Support Associates - Train and mentor Remote Support Associates, and act as their escalation point - Keep documentation current as new issues are discovered, software is released, and field feedback comes in - Help establish best practices and processes as the remote support organization grows FIELD EXPERIENCE - Travel to customer sites occasionally (less than 25%) to observe operations firsthand, support deployments as needed, and bring field insights back into guides and training QUALIFICATIONS - Bachelor's degree in Robotics, Mechatronics, Software Engineering, Electrical Engineering, or a related field - 2+ years of experience troubleshooting robotics systems - 2+ years of experience developing technical guides, SOPs, and/or training materials - Strong, methodical troubleshooting skills across hardware, software, and electrical systems - Ability to stay calm and organized while handling multiple simultaneous escalations - Excellent written and verbal communication skills, with the ability to explain technical issues clearly to both technical and non-technical audiences - Ability to work an assigned shift (currently 5:00 AM to 1:30 PM or 1:30 PM to 10:00 PM CT) and adapt as operating hours change - Ability to travel to customer sites up to 25% of the time PREFERRED QUALIFICATIONS - Experience with Jira or another ticket management system (TMS) - Experience with Linux, ROS 1 and 2, and PLCs - Experience supporting autonomous robots, industrial equipment, warehouse automation, or other connected physical systems - Experience performing remote software deployments or updates on fielded hardware - Working knowledge of TCP/IP networking, including IP addressing and subnetting, DNS, DHCP, VLANs, and Wi-Fi/LTE connectivity, with hands-on experience diagnosing network issues using tools such as ping, traceroute, SSH, and Wireshark/tcpdump - Experience with monitoring dashboards and log analysis tools - Experience building or running a technical training program - Familiarity with tools such as Confluence and Slack COMPANY BENEFITS - Medical, Dental and Vision - 401k and match - Life and Disability Insurance - Paid Parental Leave, Marriage, Bereavement and more - Health & Wellness Program - Continued Education support - 18 days PTO for new hires