Senior Support Engineer

🕒 October 20

🍂 Massachusetts – Remote

🍂 Massachusetts – Remote

💵 $180k - $210k / year

⏰ Full Time

🟠 Senior

📞 Support Engineer

👻 Ghost score 17%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.Why this score:

• Open for 21 days.

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Sereact

WebsiteLinkedInAll Job Openings

51 - 200 employees

📦 Logistics

🏭 Manufacturing

🤖 Artificial Intelligence

Logistics • Manufacturing • Artificial Intelligence

Sereact is an innovative technology company specializing in AI-driven robotics solutions for warehouse automation. Their advanced systems are designed to optimize productivity and efficiency in logistics by enabling automated pick and place functions with no required training. Sereact's technology harnesses embodied AI to enhance operational performance, reduce labor dependency, and streamline inventory management, ultimately transforming the logistics landscape for various market leaders.

📋 Description

• Serve as the primary technical support contact for customers operating Sereact robotic systems • Provide timely remote support and diagnose hardware, software, networking, and system integration issues • Use SSH, Docker, Python, logs, and diagnostic tools to troubleshoot issues • Own customer incidents from initial report through resolution • Provide clear communication, status updates, and executive-ready report-outs • Participate in an on-call support rotation for critical customer issues • Collaborate with software, robotics, deployment, and hardware teams to resolve complex issues • Perform root cause analysis and improve product reliability, support processes, documentation, and knowledge bases • Develop and improve internal support tools, customer dashboards, debugging utilities, and ticketing workflows • Support software updates, hardware upgrades, and system maintenance • Partner with deployment engineers to ensure smooth customer handoffs • Provide customer feedback that influences future product development • Proactively monitor deployment health and identify issues before they impact operations • Support field deployments and help establish best practices for the North American support organization

🎯 Requirements

• 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 • Willingness to travel internationally for training and periodically throughout North America (approximately 10%) • 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 an ownership mentality and ability to manage multiple priorities • Comfortable working independently in a fast-paced startup environment • Background check may be required • Participation in an on-call support rotation, including occasional evening and weekend coverage • Experience with AI, robotics, ROS, or autonomous systems is nice to have • Experience with Kubernetes, cloud infrastructure, or DevOps tooling is nice to have • Experience in warehouse automation, logistics, or industrial manufacturing is nice to have

🏖️ Benefits

• Medical, dental, and vision insurance for you and your dependents • 401(k) with 100% company match • 20 days paid time off • Paid sick leave • Parental leave • Wellness or gym stipend • Learning and development support • Equity/Bonus • Remote work arrangement • Initial onboarding travel to Germany and Europe

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