Software Support Engineer (Robotics)

Location: United States; hybrid schedule with two days per week on-site at the Wilmington headquarters and two days remote; on-site work in Massachusetts and up to 10% travel to customer locations.

Base salary: $79,500–$116,600 per year, varying by job-related knowledge, skills, and experience.

Company

hirify.global develops AI-powered robotic and software platforms for high-density warehouse automation and supply-chain operations.

What you will do

• Monitor critical automation systems, respond to alerts, and support 24/7 system availability across customer installations.
• Act as a technical escalation point for live-site operations, handling triage, mitigation, escalation coordination, and stakeholder communication according to severity levels and response SLAs.
• Partner with Software, Hardware, Systems, Controls, Operations, and Engineering teams to diagnose production-impacting issues and improve system reliability.
• Document incidents, resolutions, root causes, corrective actions, runbooks, dashboards, reports, and training materials.
• Analyze system and incident data, identify recurring issues, and create scripts, tools, and process improvements to reduce repeat incidents.
• Support system, software, and network updates, including validation, customer feedback analysis, onboarding, and an on-call rotation within the 10x7 operational support model.

Requirements

• Bachelor’s degree in Engineering, Electrical Engineering, Computer Science, or a related technical field, or equivalent experience.
• At least 2 years of experience in technical support, NOC operations, systems engineering, site reliability, or a similar operational support environment.
• Strong technical troubleshooting, problem-solving, analytical, written, and verbal communication skills, with the ability to manage multiple priorities.
• Experience supporting production systems, including incident response, escalation management, root cause analysis, and operational documentation.
• Familiarity with automation, controls, or material-handling systems, including PLCs, VFDs, motion control, or servo tuning.
• Hands-on electrical and mechanical troubleshooting experience, ideally in robotics or automation.
• Proficiency with Linux/Unix environments and scripting languages such as Python.
• Ability to communicate and document technical issues, resolutions, runbooks, and processes across Software, Hardware, Systems, Operations, and Engineering teams.
• Willingness to participate in the 10x7 operational support model, including Wednesday-through-Saturday coverage and an on-call rotation.
• Ability to work the required hybrid schedule and on-site in Massachusetts.
• Valid driver’s license and ability to drive and/or fly to client and customer locations.

Nice to have

• Allen-Bradley ControlLogix experience.
• Experience with Tableau, Power BI, or similar dashboard, reporting, or monitoring tools.
• Exposure to databases, data warehouses, or knowledge-based systems.

Culture & Benefits

• Hybrid work arrangement with two remote days and two on-site days per week.
• Participation in a 24/7 operational support environment serving 19 global installations.
• Medical, dental, vision, disability, 401(k), PTO, and other benefits.
• Business expenses are managed personally and reimbursed bi-weekly; employees must own a credit card.
• Collaborative environment focused on innovation, inclusion, and cross-functional knowledge sharing.