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Mytra is building robotics and distributed software to solve material movement and storage in supply chain operations, targeting a $1T market. The company is scaling from early customer deployments to a growing installed base of production sites.
As Senior Sustainment Engineer, you will join the Customer Operations team and own technical escalation for complex field issues once sites move from deployment into hypercare and steady-state operations. You'll be the hands-on engineering leader closing the loop between field performance and Engineering needs, building the playbooks, escalation paths, and reliability discipline that transform field support from reactive and tribal-knowledge-dependent into something repeatable and measurable.
Key responsibilities include:
- Own technical escalation for complex field issues, leading root cause analysis (RCA) and corrective/preventive action (CAPA) on recurring or high-impact failures
- Translate field performance data and RCA findings into engineering feedback, change requests (ECRs), and design-for-reliability recommendations in partnership with Engineering and Manufacturing
- Track and report on sustainment readiness metrics (MTBF, MTTR, uptime, service responsiveness) across assigned sites and flag emerging reliability trends
- Own the technical handoff from Deployment into hypercare, validating closeout artifacts, installed-base records, and open-issue trackers
- Build and maintain technical support guides, troubleshooting manuals, and standardized playbooks to reduce tribal knowledge reliance
- Direct spare parts planning, service kit deployment, and CMMS/PLM usage for assigned sites; supervise external contractors where used
- Mentor Sustainment Engineers and field technicians in troubleshooting discipline, documentation quality, and safe field practices
- Escalate issues with clear context—root cause hypothesis, objective evidence, affected systems, and recommended next actions—and drive resolution with Engineering, Product, and customers
Customer interaction is regular and on-site, particularly during hypercare and high-priority escalations. You'll represent Mytra directly to customer maintenance and operations teams and serve as a primary source of field feedback into Engineering and Manufacturing. This role includes periodic rotating on-call or after-hours escalation coverage to support customer uptime commitments outside standard site hours.
The role is designed for someone who can operate independently on ambiguous, high-stakes field problems, build structure where none exists yet, and grow into ownership of reliability and sustainment strategy across multiple customer sites.
REQUIREMENTS:
Must-have:
- 4+ years of progressive experience in field service, reliability engineering, customer support engineering, or sustainment/maintenance engineering roles, ideally with robotics, industrial automation, or complex electromechanical systems
- Hands-on electromechanical troubleshooting experience: wiring, connectors, sensors, actuators, and diagnosing issues around partially energized systems using hand and power tools
- Demonstrated RCA/CAPA experience and comfort owning a technical issue from first report through documented resolution
- Working knowledge of reliability and sustainment metrics (MTBF, MTTR, uptime) and how they're used to gauge system performance
- Familiarity with CMMS/PLM systems for tracking parts inventory and maintenance work orders (Netsuite preferred)
- Clear cross-functional communication: comfortable escalating to engineering leadership, briefing customers directly, and mentoring less-experienced engineers
- Demonstrated safety discipline in live, powered industrial environments
- Ability to read electrical schematics and mechanical drawings
Nice to haves:
- Bachelor's degree in Mechanical, Electrical, Manufacturing, or Systems Engineering, or equivalent hands-on experience
- Experience supervising external contractors or vendor service technicians
- Experience supporting new product introduction (NPI), defining field readiness or lifecycle support requirements
- Spanish/English bilingual communication skills
- Experience building or improving technical documentation, training materials, or standard operating procedures from scratch
Physical requirements:
- Able to perform physical labor for the duration of a shift, including standing for extended periods, climbing ladders, crouching, and crawling into tight spaces
- Able to lift and carry up to 40 pounds from the floor
- Able to work at heights with appropriate fall protection
