Technical Support Engineer (Robotics)

Location: Watertown, MA; on-site. Fixed weekday shift: either 7:00am–3:00pm ET or 11:00am–7:00pm ET, plus nights-and-weekends on-call rotation.

Company

hirify.global is a robotics research and deployment company building robot hardware and artificial intelligence for production environments.

What you will do

• Own robot escalations from support teams during the assigned shift; diagnose issues using logs, telemetry, and video and restore robots to production.
• Escalate urgent issues to the software engineer on-call and participate in the nights-and-weekends rotation.
• Scope and ship small, well-tested fixes, including robot-side bug fixes, customer-facing UI improvements, feature tweaks, and clearer hardware error messages.
• Track larger software issues with operational data and provide evidence-based write-ups to the core software team.
• Improve support playbooks so recurring issues can be resolved without engineering assistance.
• Use AI coding agents daily for investigation and code development, initially focusing on the Cassie platform.

Requirements

• Experience debugging production software, especially software that relies on hardware; robotics experience is not required.
• Comfort reading and writing Python and navigating a large codebase.
• Ability to write reliable, maintainable code, including testing, debugging, integration, and adherence to team conventions.
• Fluency with the Linux command line, SSH, and log analysis.
• Clear communication of progress, blockers, and tradeoffs to technical and non-technical stakeholders, including under time pressure.
• Ability to document ticket updates, commit messages, and actionable issue write-ups.
• Ability to work the assigned shift and take on-call shifts, including nights and weekends.
• Degree in computer science, mechanical engineering, robotics, or a related field.

Nice to have

• Experience with robots, industrial automation, PLCs, or other field hardware.
• Experience with on-call rotations or support and operations teams at hardware or infrastructure companies.
• Comfort with SQL and independently retrieving data from dashboards and log search.
• Experience with systemd, Docker, networking, VPNs, runbooks, or troubleshooting guides.

Culture & Benefits

• Fully employer-covered health insurance.
• Managed 401(k).
• Unlimited PTO and federal holidays off for full-time salaried employees; hourly employees receive 16+ accrued paid-time-off days and 1.5x pay on federal holidays.
• Regular in-office meals and team social events.
• Work involves frequent interruptions during shift hours, with robot escalations taking priority.