Deployment & Support Engineer

When not actively performing deployments, the Deployment & Support Engineer provides customer and technical support for deployed robotic systems. This includes troubleshooting system issues, assisting customers with operational questions, coordinating issue resolution, and working closely with internal engineering and technical teams to maintain system performance and customer satisfaction.

The ideal candidate is technically capable, customer-focused, adaptable, and comfortable working in both field and remote environments.

Responsibilities

Robot Deployment & Installation

• Lead and execute new robotic system deployments at customer sites.
• Prepare for deployments by reviewing site requirements, technical documentation, and project plans.
• Install, configure, and commission robotic systems and associated equipment.
• Perform system testing, validation, and troubleshooting to ensure successful operation.
• Coordinate with customers and internal teams to ensure deployment readiness.
• Train customer personnel on basic system operation, maintenance, and troubleshooting.
• Document deployment activities, system configurations, and outstanding issues.
• Ensure deployments are completed safely, efficiently, and according to established procedures.
• Identify and communicate technical risks, project delays, and deployment challenges.

Customer & Technical Support

• Provide timely customer support for deployed robotic systems remotely
• Troubleshoot robot hardware, software, networking, and system integration issues.
• Assist customers with system operation, configuration, and technical questions.
• Diagnose issues, identify root causes, and implement or coordinate corrective actions.
• Monitor and follow up on customer-reported issues through resolution.
• Escalate complex or unresolved technical issues to the appropriate engineering or development teams.
• Support system upgrades, maintenance activities, and technical improvements.
• Maintain accurate records of support cases, troubleshooting steps, and resolutions.
• Help develop and maintain troubleshooting guides, support documentation, and standard operating procedures.

Cross-Functional Collaboration

• Work closely with engineering, product, and operations teams to resolve technical issues.
• Provide feedback from customer sites to improve robot performance, reliability, and usability.
• Assist with testing new features, software releases, and hardware improvements.
• Contribute to the development of deployment and support processes.
• Share technical knowledge and best practices with team members.
• Support other deployment engineers and technical staff as needed.

Required Qualifications

• Experience in robotics, automation, mechatronics, electrical engineering, mechanical engineering, computer engineering, or a related technical field.
• Hands-on experience with the installation, troubleshooting, or maintenance of complex technical systems.
• Strong problem-solving and analytical skills.
• Ability to read and interpret technical documentation, wiring diagrams, and system specifications.
• Familiarity with computers, networking, software configuration, and technical troubleshooting.
• Strong communication and customer service skills.
• Ability to work independently and manage competing priorities.
• Willingness to travel to customer sites as required.
• Ability to work in a hands-on environment and perform physical tasks associated with equipment installation.

Preferred Qualifications

• Experience deploying or supporting robotic systems in customer or production environments.
• Experience with industrial automation, autonomous mobile robots, or related technologies.
• Familiarity with Linux, networking, APIs, or software debugging.
• Experience with system commissioning, validation, or integration.
• Experience providing technical support to customers or end users.
• Experience creating technical documentation and troubleshooting procedures.
• Ability to work with cross-functional engineering and product teams.

Core Competencies

• Technical troubleshooting: Ability to identify and resolve complex issues.
• Customer focus: Provides professional, responsive, and effective support.
• Adaptability: Transitions effectively between deployments, support cases, and other priorities.
• Communication: Clearly communicates information to customers and internal teams.
• Ownership: Takes responsibility for issues from initial diagnosis through resolution.
• Teamwork: Collaborates effectively across engineering, operations, and customer-facing teams.
• Attention to detail: Ensures accurate installation, configuration, testing, and documentation.
• Continuous improvement: Identifies opportunities to improve deployment and support processes.

Working Conditions

• Combination of customer-site deployment work, office work, and remote technical support.
• Travel to customer locations as required.
• May require occasional extended hours, weekends, or schedule flexibility to support deployments and customer needs.
• Work may involve standing, lifting, carrying equipment, and working around robotic and industrial systems, subject to applicable safety requirements.

Success in This Role

Success in the Deployment & Support Engineer role is demonstrated through:

• Successful, timely, and high-quality robot deployments.
• Reliable and effective customer technical support.
• Efficient troubleshooting and resolution of system issues.
• Positive customer experiences and strong customer relationships.
• Accurate deployment and support documentation.
• Consistent adherence to safety, quality, and technical procedures.
• Contributions to improving deployment capacity, support processes, and team capabilities.