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
- 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 Sync OS™ 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.