Robotics Operations Engineer - L3

The key responsibilities include

• Act as the primary technical representative for enterprise customers, ensuring exceptional post-deployment support and customer success.
• Monitor the health, uptime, and utilization of deployed AMR fleets through operational dashboards and proactive monitoring tools.
• Troubleshoot and resolve complex software, hardware, networking, and robotics-related issues affecting deployed automation systems.
• Perform detailed root cause analysis across robotics software, embedded systems, sensors, electronics, networking, and deployment configurations.
• Manage customer escalations with professionalism, ensuring timely communication and effective resolution.
• Guide customers through technical troubleshooting procedures and enable self-service wherever possible.
• Configure customer-specific workflows and user interfaces using Botsync's no-code SyncOS™ platform.
• Optimize robot fleet performance by identifying operational bottlenecks and recommending continuous improvements.
• Partner closely with Product and Engineering teams to deploy software updates, preventive maintenance, and product enhancements.
• Identify recurring field issues and provide actionable feedback to Engineering to improve product reliability, scalability, and customer experience.
• Build automation tools, dashboards, monitoring utilities, and workflows that improve operational efficiency and customer success processes.
• Maintain detailed documentation of customer interactions, incidents, resolutions, and operational best practices.
• Collaborate with Robotics, Embedded, Software, Deployment, and Customer Success teams to ensure seamless customer operations.
• Stay updated with the latest Botsync software releases, robotics technologies, and automation solutions to provide best-in-class customer support.
• Travel to customer sites when required to support deployments, upgrades, maintenance, and issue resolution.

Requirements