Technical Support Engineer (Robotics)

Tutor Intelligence builds robots that depend on both reliable software and clear, actionable diagnostics. As a Technical Support Engineer (Robotics), you’ll be the first engineering stop for robot escalations during your shift, diagnose issues using logs, telemetry, and video, and help restore robots to production. You’ll also contribute to longer-term fixes by improving playbooks, shipping small improvements safely, and using AI coding agents to speed up investigation and code changes.

What you’ll do

• Handle every robot escalation received from support teams during your shift via phone and Slack, using logs, telemetry, and video to diagnose the problem and get the robot back to work.
• If an issue is urgent and beyond what you can resolve, escalate to the software engineer on-call.
• Share the nights-and-weekends on-call rotation with the software engineering team.
• Scope and own fixes for recurring issues, including small robot-side bug fixes, improvements to customer-facing UI, and hardware error messages that guide an operator or technician on the next steps.
• Make small feature tweaks requested by customer support teams.
• Ship small, well-tested PRs into a large production codebase while following team conventions.
• Track larger software issues using data such as frequency, which robots are impacted, and the uptime cost, then raise them to the core software team with a clear write-up.
• Improve the support playbooks so fewer incidents require an engineer.
• Use AI coding agents heavily every day for both investigation and code writing.

Schedule and on-call coverage

• Works a fixed weekday shift, either early (7:00am–3:00pm ET) or late (11:00am–7:00pm ET).
• During shift hours, your team is on-call first for engineering debugging, with a software engineer on-call behind you for additional support if needed. The escalation feed comes from a 24/7 support team.
• Outside shift hours, you participate in the nights-and-weekends on-call rotation with engineering.
• As the team grows, Technical Support Engineers will take on a larger share of after-hours coverage.

What you bring

• Experience debugging production software, especially software that depends on hardware (robotics experience not required).
• Comfortable reading and writing Python and navigating a large codebase you did not write.
• Ability to produce reliable, maintainable code that includes testing, debugging, and integration, aligned with team conventions.
• Fluency with the Linux command line, SSH, and reading logs.
• Clear communication of progress, blockers, and tradeoffs, including to non-engineers and under time pressure.
• Strong documentation habits, including ticket updates, commit messages, and issue write-ups.
• Ability to work the assigned shift and take on-call shifts, including nights and weekends.
• A degree in computer science, mechanical engineering, robotics, or a related field.

Tools and technologies

• Python, Linux command line, Linux, SSH, Slack, AI coding agents, and shipping PRs.

Compensation and location

• Location: Watertown, MA (onsite)
• Salary: USD 80,000 - 110,000 per year

Benefits

• Health insurance fully covered by the employer (no premium paid by you).
• Managed 401(k).
• Unlimited PTO and all federal holidays off for full-time salaried employees; hourly employees receive 16+ accrued paid time off plus 1.5x pay on federal holidays.
• Regular in-office meals and team social events throughout the year.

Nice to have

• Experience with robots, industrial automation, PLCs, or other field hardware.
• Experience on an on-call rotation, or on a support or operations team at a hardware or infrastructure company.
• Comfort with SQL and pulling your own data from dashboards and log search.
• Experience with systemd, Docker, networking, or VPNs.
• Experience writing runbooks or troubleshooting guides.