Senior Robotics Technical Support Engineer

Role overview

• Berkshire Grey is hiring a Sr Robotics Technical Support Engineer to provide advanced support during commissioning and 24/7 customer operations.
• This role diagnoses complex issues across robotic hardware, software, controls, Linux, and networks, and serves as the senior escalation point for the rest of the support team.
• The engineer partners with Engineering and service teams to restore operations and prevent recurring failures

The role

combines hands-on troubleshooting, small software projects, and AI agent interactions with clear customer communication, incident leadership, and accountability for reliable results

Key responsibilities

Diagnose complex failures across robotic hardware, software, controls, Linux, and networks. Analyze logs, telemetry, and system data to recreate failures and establish root causes. Troubleshoot sensors, cameras, actuators, conveyor systems, PLC/HMI interfaces, and calibrations.

Develop API integrations and automated support workflows. Use GitHub and approved release processes for software changes. Use AI agents for diagnostics, data analysis, scripting, knowledge retrieval, and documentation.

Validate AI outputs, troubleshoot agent interactions, and protect customer data. Lead high-severity incident calls, coordinate responders, and verify recovery with customers. Manage Salesforce cases and Jira issues with timely updates, clear ownership, and complete evidence.