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Senior Technical Support Engineer (Hardware & Software)

Ignite Human Capital
San Diego, CA

Quick Apply

Job Details

Full-time
$44.19 - $57.19 an hour

Benefits

Stock options
Health savings account
Paid holidays
Disability insurance
Health insurance
Dental insurance
Paid time off
Vision insurance
401(k) matching
Paid sick time
Pet insurance

Qualifications

Dashboard development
Customer communication
Data visualization software proficiency
Dashboard creation support
Equipment troubleshooting
Reporting and dashboarding tools
Computer hardware
Linux
Data analytics technologies
Cross-functional communication
Database software proficiency

Full Job Description

Senior Technical Support Engineer (Hardware & Software)

Location: San Diego, CA (Hybrid)

About the Opportunity

Join a team supporting one of the world’s largest fleets of autonomous mobile robots operating in real-world customer environments.

We are seeking a Senior Technical Support Engineer who thrives on solving complex technical challenges spanning hardware, software, cloud infrastructure, data analytics, and customer operations. This is a highly visible role where you’ll work directly with customers, engineering teams, and business stakeholders to ensure the performance and reliability of advanced robotic systems deployed at scale.

The ideal candidate is a skilled troubleshooter who enjoys digging into logs, telemetry, dashboards, databases, and hardware systems to identify root causes and drive long-term solutions.

Compensation & Benefits

Base Compensation: $44.19 - $57.19 per hour ($91,915 - $118,955 annualized equivalent), plus annual bonus, stock options, comprehensive benefits, and the opportunity to earn additional compensation through overtime eligibility.

Highlights include:

Annual performance bonus
Stock options / equity program
401(k) with company match and immediate vesting
Comprehensive medical, dental, and vision coverage
Accrued paid time off, paid holidays, and winter company shutdown
Additional wellness, learning, and employee perks

What You’ll Do

Support the hardware and software systems powering a large fleet of autonomous robotic platforms
Monitor deployed systems using cloud-based tools, telemetry, and operational dashboards
Investigate customer-reported issues and drive resolution through root cause analysis and corrective action
Analyze logs, SQL queries, system metrics, and operational data to solve complex technical problems
Serve as a technical escalation point for customers, partners, and internal teams
Lead customer-facing technical discussions and issue resolution efforts
Collaborate closely with Engineering, Product, Operations, and Account Management teams
Act as a subject matter expert for robotic systems, cloud infrastructure, and supporting technologies
Drive continuous improvement initiatives that enhance product performance and customer satisfaction
Create and maintain dashboards, reports, and operational metrics
Mentor junior engineers and contribute to team development and best practices
Provide customer training and occasional on-site support as needed

Qualifications

Bachelor’s degree in Computer Science, Engineering, or another STEM-related field
6+ years of experience in technical support, systems engineering, field engineering, solutions engineering, or a similar customer-facing technical role
Experience troubleshooting both hardware and software systems
Working knowledge of Linux and command-line tools
Experience with SQL, BigQuery, or similar data platforms
Experience building dashboards and visualizations using Tableau, Grafana, Power BI, or similar tools
Strong analytical, troubleshooting, and communication skills
Experience working cross-functionally with customers, engineering teams, and business stakeholders

Preferred Experience

Robotics, automation, autonomous systems, IoT, industrial equipment, networking, telecommunications, or other complex technical environments
Customer-facing escalation support
Fleet monitoring and operational analytics
Experience working with OEMs, service providers, or external technical partners

Benefits & Perks

Annual performance bonus
Stock options / equity program
401(k) with company match and immediate vesting
Medical, dental, and vision coverage
HSA with employer contributions
Life and disability insurance
Pet insurance
Accrued paid time off
Paid sick leave
10 paid company holidays
Winter company shutdown
Daily on-site lunch
Access to on-campus gym, pool, and tennis courts
Professional development and continuous learning opportunities

Why Join Us?

This is an opportunity to work with cutting-edge robotics technology, solve challenging real-world technical problems, and make a direct impact on systems operating at scale.

If you enjoy complex troubleshooting, cross-functional collaboration, and helping customers succeed, we’d love to hear from you.

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Quick Apply

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Senior Technical Support Engineer (Hardware & Software)

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