Robust.AI

Engineer

• Develop tools and processes to improve product diagnosis and maintain system health
• Manage the escalation process and ensure adherence to customer response guidelines
• Examine diagnostic data from Tier 1/2 Support Engineers to determine root cause and next steps
• Work closely with Engineering to resolve complex issues and provide feedback for product hardening
• Document technical resolutions to build the internal knowledge base
• Participate in cross-functional forums to drive continuous process and product improvements
• Fulfill Tier 3 support responsibilities as the interface between customers, Sales, Tier 1/2 Support, Hardware, and Development Engineering
• Own resolution of complex hardware and software problems

Support Escalation Engineer

Manager

• Own day-to-day planning and coordination for customer deployments and launch readiness
• Serve as the primary point of contact for customer deployment execution and communication
• Build and manage project plans, milestones, action trackers, risk logs, and deployment status updates
• Run kickoff meetings, weekly deployment meetings, readiness reviews, and go-live check-ins with customer and internal teams
• Coordinate customer readiness across operations, facilities, IT/networking, training, staffing, and workflow requirements
• Partner with Robot Technicians, Engineering, Product, Hardware, Sales, and Customer Success leadership to support successful launches
• Escalate risks and blockers quickly and ensure timely follow-up across cross-functional teams
• Support onsite launch execution and customer communication during critical deployment periods
• Prepare status reports by gathering, analyzing, and summarizing relevant information
• Provide deployment metrics readouts and support post-launch reviews and lessons learned
• Build trusted customer relationships during deployment and early stabilization, and support expansion coordination over time as needed
• Report to the Director of Deployments and work closely with customer operations, Sales, Product, Engineering, Hardware, and Fleet Operations

Support Escalation Engineer

Pre-Deployment Manager