Build the Path Forward

At Path Robotics were attacking a trillion dollar opportunity - doing things that have never been done before to support an industry hurting from a lack of skilled labor. Big hard problems are what Path tackles every day and our people are our greatest asset to get that job done. Our intelligent hardworking team of people do the impossible every single day yet remain incredibly kind humble and always ready to support one another.

The Support Engineering Lead 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 is a hybrid hands-on individual contributor and leadership role that will help establish and grow Paths support engineering team. 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 Youll 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.

Leadership and Mentorship

• Help establish and grow the Support Engineering team mentoring more junior incoming members.
• Define team SOPs and best practices.
• Depending on background and skillset develop over time into a full-time Manager role as the team grows.

Who You Are

• Bachelors or Masters 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.

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.

Why Youll Love It Here

• Free lunch every day
• Flexible PTO
• Medical Dental and Vision insurance
• 6 weeks 100% paid parental leave plus an additional 6-8 weeks maternity leave for the birthing parent (12-14 weeks total)
• 401K through Empower
• Paid Referral Bonus