Robotics Operations Engineer

We are seeking an experienced, customer-focused Senior Robotics Operations Engineer to ensure the successful deployment, reliability, and long-term performance of Botsync's autonomous mobile robot (AMR) solutions. You will serve as the primary technical interface for enterprise customers, managing complex robotics operations while acting as a critical bridge between customers, Product, and Engineering teams. This role combines technical troubleshooting, customer success, deployment support, fleet optimization, and continuous product improvement to deliver world-class automation solutions in mission-critical warehouse and manufacturing environments.

The key responsibilities include:

• Deliver first-line technical support for Botsync's AMRs and SyncOS platform, ensuring fast issue resolution and exceptional customer experience.
• Proactively monitor deployed robotic systems, automate support workflows, and coordinate successful remote customer deployments.
• Provide prompt and effective technical support to customers through phone, email, and chat.
• Continuously monitor deployed AMRs and customer environments using operational dashboards, identifying and resolving issues before they impact operations.
• Troubleshoot a wide range of software, hardware, networking, and robotics-related issues across Botsync's AMR ecosystem.
• Perform root cause analysis by micro-analyzing AMR hardware, embedded systems, software behavior, and deployment configurations.
• Diagnose electronics-related issues involving PCBs, sensors, peripherals, and system components, escalating complex cases when required.
• Guide customers through troubleshooting procedures and provide clear technical instructions to enable faster issue resolution.
• Prepare customer-specific user interfaces and workflows using Botsync's no-code SyncOS™ platform.
• Coordinate and execute remote deployments of Botsync's robotics solutions in collaboration with internal engineering teams and implementation partners.
• Maintain accurate documentation of customer interactions, incidents, resolutions, and knowledge base articles.
• Collaborate closely with Robotics, Embedded, Software, and Deployment Engineering teams to resolve escalated issues.
• Continuously learn new products, technologies, and robotics systems to improve technical expertise and customer support quality.
•  Travel to customer sites when required to support deployments, upgrades, maintenance, and issue resolution.

Requirements

• Bachelor's degree in Electronics, Electrical Engineering, Mechatronics, Robotics, Computer Science, or a related engineering discipline.