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Formic is reshaping American manufacturing by making automation accessible through a Robotics-as-a-Service model. The company combines industrial robotics, proprietary software, and full-service support into integrated solutions that remove traditional barriers of cost, complexity, and risk.
As a Product Support Engineer, you will serve as the technical escalation point for Field Service Engineers and become the internal expert for one to two assigned system types. Your primary responsibility is to keep the field moving by diagnosing issues, developing troubleshooting paths, determining remediation plans, and driving toward solutions quickly.
Key responsibilities include owning technical escalations for assigned systems, supporting FSEs with complex troubleshooting and root cause identification, reviewing logs and system data to determine next steps, reproducing field failures on office equipment, and testing PLC, robot, software, electrical, and configuration changes. You will build clear troubleshooting plans for field execution, identify repeat failures and trends across the fleet, and escalate systemic product issues to Product Engineering with clear data and recommendations.
You will work directly with Engineering and Design teams to answer technical questions and remove blockers. You'll own and continuously improve the knowledge base for your assigned systems, maintaining troubleshooting guides, known issues, procedures, and lessons learned. A key focus is reducing repeat visits and improving first-time resolution rates. Occasional travel is required.
The role is based in Oakland, CA (or Bolingbrook, IL) and requires 7+ years of experience with industrial automation, robotics, or manufacturing equipment. You should have strong troubleshooting skills across mechanical, electrical, controls, and automation systems, with hands-on experience in industrial settings. Experience with PLC programming, robot programming, electrical troubleshooting, and manufacturing processes is essential.
