Sr Robotics Technical Support Engineer (Robotics)

Location: Remote, United States

Company

hirify.global develops and supports robotic automation systems for customer operations.

What you will do

• Diagnose complex failures across robotic hardware, software, controls, Linux, networks, sensors, cameras, actuators, conveyors, PLC/HMI interfaces, and calibrations.
• Analyze logs, telemetry, and system data to reproduce failures, identify root causes, and verify recovery.
• Develop API integrations and automated support workflows, using GitHub and approved release processes for software changes.
• Use and validate AI agents for diagnostics, data analysis, scripting, knowledge retrieval, and documentation while protecting customer data.
• Lead high-severity incident calls, coordinate Support, Field Services, Deployment, Engineering, and service teams, and communicate impact and next steps to customers and leadership.
• Manage Salesforce cases and Jira issues, coordinate recovery actions and parts replacement, improve restoration times and reliability, and mentor engineers through runbooks and knowledge articles.

Requirements

• Bachelor’s degree in Engineering, Computer Science, or Robotics, or equivalent practical experience.
• 7+ years of relevant experience, including 3+ years resolving complex robotics or automation issues in a customer-facing role.
• Strong Linux/Unix administration and robotic hardware diagnostic skills.
• Network diagnostics across TCP/IP, switching, routing, VLANs, DNS, VPNs, and firewalls.
• Programming or scripting in Python, Bash, C++, Java, or similar languages, plus GitHub experience.
• Experience with databases, SQL, log analysis, APIs, and AI agents or coding assistants.
• Kubernetes cluster management experience.
• Proven escalation ownership and sustained collaboration across engineering and service teams.
• Clear communication with customers, executives, and nontechnical stakeholders under pressure, with strong analytical judgment, attention to detail, and prioritization in ambiguous and urgent situations.

Nice to have

• 3+ years leading technical incident calls or managing major incidents.
• Salesforce and Jira case management experience.
• MacTalk or a similar motor commissioning tool.
• Studio 5000 Logix Designer or similar PLC programming and configuration software.
• Cloud infrastructure, virtual networks, compute, storage, messaging, and serverless automation experience.
• Computer vision, machine learning, motion planning, containers, and AI agent integrations.

Culture & Benefits

• Remote customer support work in the United States.
• Advanced support for commissioning and 24/7 customer operations.
• Less than 5% travel expected, potentially reaching 20% or higher during training.
• Cross-functional collaboration with Program and Project Management, Engineering, Supply Chain, Customer Success, Support, Field Services, and Deployment.