Product Support Engineer

Who we are:

Formic is on a mission to reshape American manufacturing by making automation accessible to every factory. As labor constraints rise costs increase and global competition intensifies automation is no longer optional for manufacturers that want to stay competitive.

We deliver automation through a Robotics-as-a-Service model that combines industrial robotics proprietary software and full-service support into a single integrated solution. By removing the traditional barriers of cost complexity and risk we enable manufacturers to deploy automation quickly and realize measurable gains in throughput safety and operational efficiency without large upfront capital investment.

Backed by leading investors including Lux Capital Initialized Capital Blackhorn Ventures and Mitsubishi HC Capital North America Formic is scaling rapidly and building the foundation for a new era of high-performance Made in America production.

As a Product Support Engineer you will be the technical escalation point for Field Engineering and the internal expert for one to two assigned system types. You will be the connective tissue that brings product expertise and support knowledge to the broader Fleet Operations org and the Field Service Engineering team specifically.

Your primary responsibility is simple: keep the field moving. When a Field Service Engineer (FSE) encounters a problem they cannot resolve you will step in to diagnose the issue develop a troubleshooting path determine the right remediation plan and drive toward a solution quickly.

You will also look beyond the individual ticket. You will review failures across the fleet identify repeat problems and work with Product Engineering when something needs a permanent product fix. You will become increasingly more knowledgeable on a range of Formics products ensuring that were able to support and deliver on operational needs while minimizing the demand on Product and Software resources.

This is an in-office role based in Bolingbrook IL or Oakland CA. You will work closely with Field Service Engineers in the field and directly with Engineering and Design teams in the office.

• Own technical escalations for your assigned system types
• Support FSEs with complex troubleshooting and root cause identification
• Review logs system data configurations drawings and failure history to determine next steps
• Reproduce field failures on equipment in the office
• Test PLC robot software electrical and configuration changes to prove or disprove a theory
• Build clear troubleshooting plans that FSEs can execute in the field
• Identify repeat failures and trends across the fleet
• Escalate systemic product issues to Product Engineering with clear data testing and recommendations
• Work directly with Engineering and Design to answer technical questions and remove blockers for the field
• Own and improve the knowledge base for your assigned systems
• Maintain troubleshooting guides known issues procedures configurations and lessons learned
• Look for ways to reduce repeat visits and improve first-time resolution
• Travel occasionally when the job requires it

• 7 years of experience with industrial automation robotics or manufacturing equipment
• Strong troubleshooting skills across mechanical electrical controls and automation systems
• Experience with PLCs industrial robots safety equipment vision networking or other technologies relevant to the product you support
• Comfortable working directly with equipment to reproduce problems and test solutions
• Able to use data and evidence to work through complex technical problems
• Able to recognize when an issue is isolated versus part of a larger product problem
• Strong written and verbal communication
• Comfortable working across Field Engineering Product Engineering and Design
• Able to take ownership of an escalation and drive it until there is a clear next step
• Able to work from the Chicago or Oakland office during normal weekday hours

• Bachelors degree in engineering or a related technical field
• Experience supporting automation deployed across multiple customer sites
• Experience building technical support documentation or knowledge bases
• Experience working between field service and product engineering teams
• Experience using failure and service data to reduce repeat issues and repeat site visits

What we look for:

Were building this company from the ground up and every person we hire has an outsized impact on our culture performance and trajectory. While each team member brings unique strengths and perspectives we look for people who align with our Operating Principles and embody them in action. If this sounds like you Formic may be the right place for you!

• Fearless Optimism: You make bold bets and default optimistic. You believe in the mission arent paralyzed by risk and fear inaction more than failure. You see ambiguity as opportunity and bring energy to building what doesnt yet exist.
• Create the Magic: You absorb complexity so customers dont have to. Whether your customer is external or internal you focus on delivering experiences that are clear fast value-added and outcome-driven. You dont say not my job. You make things work.
• Today Not Tomorrow: You have a bias to action. You close the loop. You take extreme ownership. You understand that speed compounds and you dont confuse activity with results.
• Seek Truth: You think from first principles. You value data over ego and strong opinions loosely held. Youre willing to challenge assumptions including your own in pursuit of the best answer.
• Made of Rubber: You are resolute and adaptable. When things break or priorities shift you rebound stronger. You treat setbacks as learning moments and move forward with grit.
• One Formic: You operate without silos. You practice radical helpfulness document clearly and make clean handoffs. You assume positive intent and prioritize team success over individual credit.

Equal Opportunity Employment:

Formic is an equal opportunity employer. We do not discriminate on the basis of race color religion or religious creed sexual orientation gender gender identity marital status family or parental status disability military or veteran status or any other basis protected by law. All employment decisions are based on a persons merit business needs and role requirements. If you require further accommodations or have questions regarding accessibility of our roles please reach out to.

AI Use:

At Formic fairness and transparency are at the heart of our hiring process. We use AI-powered tools in some interviews to help our teams evaluate candidate responses but all final hiring decisions are made by humans. You can learn more about how AI is used in our recruitment process by reviewing our AI Hiring Disclosure linkedhere.