Watertown, MA

Support Jobs in Watertown, MA

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Today

Technical Support Engineer (Robotics)

Tutor Intelligence Watertown, MA

Watertown, MA

Today

$80k - $110k/yr Full time Application Support Hardware Support Phone Support

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Job Description

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.

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2mo ago

Technical Support Engineer, Electrical

Socomec, Inc. Watertown, MA

Watertown, MA

2mo ago Closed

$90k - $90k/yr Full time Electrical Engineering Customer Support Technical Support

This position is no longer accepting applications (closed Sep 18, 2026).

Job Description

Support Socomec customers and internal teams with electrical product expertise, troubleshooting, training, and application support as part of the US Technical Support and Applications Engineering Team.

Responsibilities

Develop expert-level knowledge of Socomec products, including design, primary use cases, benefits, and limitations to provide accurate recommendations to customers and external agents
Handle technical inquiries from clients and internal staff, primarily through an Email-to-Case ticketing workflow
Train and onboard Sales, Service, and External Representatives on the product portfolio and relevant applications
Maintain and refresh Tech Team training materials with new products and applications; flag outdated documentation and propose updates
Investigate and troubleshoot customer issues using technical manuals, direct user collaboration, and product diagnostics
Support development of testing and demonstration rigs, suggesting supplies and equipment while staying within office-space and leadership constraints
Coordinate with Socomec experts across North America and overseas, and use internal systems to document prior expert responses for future reference
Identify and clearly explain applicable standards for both Socomec products and the larger systems where they are installed
Act as a primary user for data platforms and integration/testing software
Collaborate with teams managing complementary products, supporting ongoing testing, updates, template creation, and instruction guides; prepare/manage official reports for Remote Support and customer calls
Meet with customers to assess equipment needs and determine system requirements
Develop, present, and respond to proposals for customer requirements and work with business developers on industry-specific solutions
Create tools to track and organize projects by product type, customer, or application
Prepare and deliver technical presentations covering Socomec products, features, connectivity, and services to customers and third-party agents
Host trainings focused on Socomec products and targeted customer applications
Conduct site audits: identify potential design challenges and recommend solutions, anticipating issues related to installation, integration, network implementation, and device limitations
Run equipment demonstrations and trial installations; handle demo/sample equipment setup and walkthrough usage
Coordinate with Product Marketing, MARCOM, Business Development, and Regional Sales to support marketing strategies and promotional activities
Deliver seminars/webinars with Q&A for clients, sales teams, and representatives
Participate in conventions and trade shows
Prepare situational case studies based on field experience
Help create and manage marketing collateral for product launches and upgrades/updates
Proofread and vet documentation and manuals for clarity and accuracy; update technical content in promotional materials and help modernize existing marketing resources
Support the product catalog by coordinating with Marketing to ensure corrections are applied when new editions release

Requirements

Bachelor’s degree in electrical engineering (or other related engineering curriculum)
Alternative: Electrician’s certificate with +5 years of relevant experience
Understanding of electrical design and basic electrical systems; ability to apply knowledge and comprehend related specifications
Technical and creative problem-solving skills with systematic troubleshooting and next-step decision making
Exceptional time management and multitasking skills
Ability to pivot priorities for reactive or time-sensitive requests
Strong written and verbal communication, interpersonal skills, and collaboration/networking ability
Proactive mindset to pursue real solutions and improve internal processes
Team-oriented approach working within small teams to support other technicians/engineers
2-5 years of related technical experience
Familiarity with electrical standards and codes (e.g., NEC, UL, ANSI, IEC)
Preferred: experience using CRM tools (e.g., Salesforce) to update and track customer requests
Excellent presentation skills, including building materials and speaking to groups of 10–25
Multilingual skills: French or Spanish (fluent; special consideration)
Experience with consumer-based power tools; ability to operate them safely
Valid driver’s license required

Technologies

Email-to-Case ticketing system
Salesforce

Benefits

401(k)
Dental insurance
Health insurance
Paid time off
Vision insurance

Travel

Possible travel: up to 30% of yearly working hours
Up to 3 trips per month (maximum)
Predominantly within North America; potential overseas to France
Driver’s license required

Compensation

USD 90,000 per year
Pay: $90,000.00 per year

Work Location

Onsite
Watertown, MA

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Support Jobs in Watertown, MA

Technical Support Engineer (Robotics)

Technical Support Engineer, Electrical

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