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Salary: USD 180,000 - 210,000 / annual
Sereact is a rapidly growing embodied AI company developing cutting-edge robotics and artificial intelligence systems that transform human labor across industries. As a Senior Support Engineer, you will be the primary technical contact ensuring the reliability and success of our AI-powered robotic systems after deployment.
You will diagnose and resolve complex hardware and software issues for customers operating Sereact systems, providing remote support using SSH, Docker, Python, logs, and diagnostic tools. You'll own customer incidents from initial report through resolution, delivering clear communication and executive-ready status updates. The role includes participation in an on-call support rotation for critical customer issues, with coverage during evenings, weekends, and critical customer events.
Key responsibilities include collaborating with software, robotics, deployment, and hardware teams to resolve technical issues; performing root cause analysis and driving improvements to product reliability, support processes, and documentation; developing internal support tools, customer dashboards, and debugging utilities; and supporting software updates, hardware upgrades, and system maintenance. You will partner with deployment engineers on customer handoffs, provide feedback that influences product development, and proactively monitor deployment health.
Initial onboarding includes travel to Germany and customer sites in Europe to become familiar with systems. Occasional travel within North America (approximately 10%) may be required to support deployments, critical service events, or customer escalations.
QUALIFICATIONS:
Required:
• Bachelor's degree in Computer Science, Engineering, Robotics, or related field (or equivalent practical experience)
• 5+ years supporting complex hardware/software systems in customer-facing environments
• Experience with robotics, automation, or industrial equipment
• Experience troubleshooting Linux-based systems using SSH, Docker, and command-line tools
• Strong Python and Linux troubleshooting skills
• Experience with Docker, SQL, networking fundamentals, and API-based systems
• Excellent analytical problem-solving and root cause analysis
• Exceptional written and verbal communication with strong customer focus
• Highly organized with ownership mentality and ability to manage multiple priorities
• Comfortable working independently in fast-paced startup environment
• Willingness to travel internationally for training and periodically throughout North America
Nice to have:
• Experience with AI, robotics, ROS, or autonomous systems
• Experience with Kubernetes, cloud infrastructure, or DevOps tooling
• Experience in warehouse automation, logistics, or industrial manufacturing
