Senior Technical Support Engineer (Hardware & Software)Location: San Diego, CA (Hybrid)About the OpportunityJoin a team supporting one of the world's largest fleets of autonomous mobile robots operating in real-world customer environments.We are seeking a Senior Technical Support Engineer who thrives on solving complex technical challenges spanning hardware, software, cloud infrastructure, data analytics, and customer operations. This is a highly visible role where you'll work directly with customers, engineering teams, and business stakeholders to ensure the performance and reliability of advanced robotic systems deployed at scale.The ideal candidate is a skilled troubleshooter who enjoys digging into logs, telemetry, dashboards, databases, and hardware systems to identify root causes and drive long-term solutions.Compensation & BenefitsBase Compensation: $44.19 - $57.19 per hour ($91,915 - $118,955 annualized equivalent), plus annual bonus, stock options, comprehensive benefits, and the opportunity to earn additional compensation through overtime eligibility.Highlights include:Annual performance bonusStock options / equity program401(k) with company match and immediate vestingComprehensive medical, dental, and vision coverageAccrued paid time off, paid holidays, and winter company shutdownAdditional wellness, learning, and employee perksWhat You'll DoSupport the hardware and software systems powering a large fleet of autonomous robotic platformsMonitor deployed systems using cloud-based tools, telemetry, and operational dashboardsInvestigate customer-reported issues and drive resolution through root cause analysis and corrective actionAnalyze logs, SQL queries, system metrics, and operational data to solve complex technical problemsServe as a technical escalation point for customers, partners, and internal teamsLead customer-facing technical discussions and issue resolution effortsCollaborate closely with Engineering, Product, Operations, and Account Management teamsAct as a subject matter expert for robotic systems, cloud infrastructure, and supporting technologiesDrive continuous improvement initiatives that enhance product performance and customer satisfactionCreate and maintain dashboards, reports, and operational metricsMentor junior engineers and contribute to team development and best practicesProvide customer training and occasional on-site support as neededQualificationsBachelor's degree in Computer Science, Engineering, or another STEM-related field6+ years of experience in technical support, systems engineering, field engineering, solutions engineering, or a similar customer-facing technical roleExperience troubleshooting both hardware and software systemsWorking knowledge of Linux and command-line toolsExperience with SQL, BigQuery, or similar data platformsExperience building dashboards and visualizations using Tableau, Grafana, Power BI, or similar toolsStrong analytical, troubleshooting, and communication skillsExperience working cross-functionally with customers, engineering teams, and business stakeholdersPreferred ExperienceRobotics, automation, autonomous systems, IoT, industrial equipment, networking, telecommunications, or other complex technical environmentsCustomer-facing escalation supportFleet monitoring and operational analyticsExperience working with OEMs, service providers, or external technical partnersBenefits & PerksAnnual performance bonusStock options / equity program401(k) with company match and immediate vestingMedical, dental, and vision coverageHSA with employer contributionsLife and disability insurancePet insuranceAccrued paid time offPaid sick leave10 paid company holidaysWinter company shutdownDaily on-site lunchAccess to on-campus gym, pool, and tennis courtsProfessional development and continuous learning opportunitiesWhy Join Us?This is an opportunity to work with cutting-edge robotics technology, solve challenging real-world technical problems, and make a direct impact on systems operating at scale.If you enjoy complex troubleshooting, cross-functional collaboration, and helping customers succeed, we'd love to hear from you.