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Slip Robotics is a B2B Robotics-as-a-Service company deploying autonomous loading and unloading robots at warehouse and fulfillment sites across North America. The Service Support Engineer owns the fleet-wide reliability function for all deployed products, serving as the execution layer within the Service Delivery organization.
The role combines investigator and builder responsibilities. You will receive initial failure characterization from Diagnostic Engineers and conduct deeper analytical and hands-on investigation to identify true root causes. You'll form and test hypotheses through bench-level and field validation, design test protocols, and execute them directly or in coordination with other teams. You'll produce formal RCA (Root Cause Analysis) reports documenting failure evidence, causal chains, validated root causes, and corrective action recommendations. Critically, you drive RCA findings to verified closure in partnership with Quality—an RCA is not complete until corrective action has been validated.
You will also own development and deployment of the preventative maintenance program for all deployed Slip Robotics products. This includes defining schedules, procedures, task descriptions, and maintenance intervals for SlipBot and SlipLift ALRs from scratch, establishing PM as a structured, repeatable function. You'll partner with Field Maintenance and Field Engineering to validate procedures in the field before full deployment, then manage rollout and ongoing compliance across all active customer sites. The PM program is a living document—you'll update procedures as new failure modes emerge.
Cross-functional collaboration is essential. You'll serve as the primary reliability partner to the Diagnostic Engineering team, provide guidance on complex failure characterization, and partner with Quality on RCA closure. You'll surface confirmed systemic findings to stakeholders with structured documentation and support the Field Engineering Manager in building reliability infrastructure including documentation standards, RCA templates, PM tracking systems, and escalation criteria. You'll also contribute to Diagnostic Engineer development by sharing failure knowledge and explaining analytical methods.
The role requires 3–6 years of experience in reliability engineering, sustaining engineering, field service engineering, or closely related technical roles with strong failure analysis components. You must have demonstrated experience conducting structured root cause analysis using formal methodologies (8D, FMEA, fishbone/Ishikawa, 5-Why, or equivalent) and producing formal RCA documentation. Hands-on electromechanical troubleshooting experience is essential—you must understand physical systems and be capable of performing bench-level validation independently. You should be able to form, design, and execute hypothesis-driven test plans, moving from observation to structured investigation without waiting for direction. Strong technical writing skills are required for RCA reports, preventative maintenance procedures, and failure documentation.
