Job Details

Build the Path Forward

At Path Robotics, we're building the future of embodied intelligence. Our AI-driven systems enable robots to adapt, learn, and perform in the real world closing the skilled labor gap and transforming industries. We go beyond traditional methods, combining perception, reasoning, and control to deliver field-ready AI that is risk-aware, reliable, and continuously improving through real-world use.

Big, hard problems are our everyday work, and our team of intelligent, humble, and driven people make the impossible possible together.

The Robotics Software Support Engineer will serve as a vital bridge between our Robot Fleet Operations team ("Mission Control") and development teams, ensuring effective resolution of technical issues while driving long-term improvements in support processes, tooling, and documentation. This role will be crucial for enhancing operational efficiency, reducing developer context-switching, and building scalable support systems. You will work directly with an international fleet of AI-driven welding robots operating in the hands of paying customers.
What You'll Do
Support and Resolution

• Act as the L2 support layer, handling escalated issues from L1 (Robot Fleet Operations, also known as "Mission Control"), directly resolving issues where able, and collaborating with L3 (feature developers) as needed.
• Perform root cause analysis to ensure thorough understanding and resolution of recurring issues.
• Develop proficiency and eventually expertise with all sub-systems that comprise our product.
• Identify opportunities for improvement and influence the technical roadmap.

Process and Tool Development

• Develop tooling, processes, documentation, and SOPs to minimize support escalations.
• Build playbooks and solutions that enable Mission Control to resolve issues independently.
• Create automated solutions, bug fixes, and workarounds to proactively prevent support issues and reduce the number of support escalations.
• Create and maintain a comprehensive database of documentation and playbooks for common technical issues.
• Work to make our code more supportable: drive software best practices including instrumentation, traceability, repeatability, testing, and software QA/QC

Collaboration and Reporting

• Work closely with Mission Control & Operations to establish and refine SOPs for ticket triage, handling, and communication.
• Track and analyze support metrics and SLOs for response and resolution times.
• Report frequent and resource-intensive support cases to developers, providing actionable insights.
• Collaborate with developers and test engineers to ensure adequate test coverage for recurring issues.
• Communicate constantly with a wide array of teams spanning Engineering, Operations, and Customer Success.

Who You Are

• Bachelor's or Master's degree in Computer Science, Software Engineering, Robotics Engineering, or a related field, or equivalent experience.
• Documented ability to execute immediate fixes in production systems AND to perform in-depth root cause analysis and produce high quality, long-term system improvements
• Experience with robotics, path planning, and point cloud processing.
• Experience with computer vision methods, vision sensors, and data analysis (2D and 3D).
• Exposure to machine learning concepts and applications.
• Experience with Docker
• Strong proficiency in Python and C++.
• Proven ability to develop top-notch documentation, including SOPs and playbooks for operational efficiency.
• Strong cross-functional collaboration skills with technical and non-technical teams.
• Expertise in triaging and prioritizing issues based on impact and urgency.
• Exceptional time management and a self-directed approach to finding high-value work.
• Excellent communication skills: able to communicate equally well with technical and nontechnical audiences.
• Strong commitment to maintaining and enhancing documentation.
• Experience leading teams is a big plus.

Why You'll Love It Here

• Daily free lunch to keep you fueled and connected with the team
• Flexible PTO so you can take the time you need, when you need it
• Comprehensive medical, dental, and vision coverage
• 6 weeks fully paid parental leave, plus an additional 6-8 weeks for birthing parents (12-14 weeks total)
• 401(k) retirement plan through Empower
• Generous employee referral bonuses-help us grow our team!

Who We Are

At Path Robotics we love coming to work to solve interesting and tough challenges but also because our ideas are welcomed and valued. We encourage unique thinking and are dedicated to creating a diverse and inclusive environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.