Responsibilities:

Customer Impact & Escalation

Drive customer utilization and ROI by building a team that responds quickly and, increasingly, proactively, anticipating issues before customers report them

Serve as the internal voice of the customer and the escalation point for high severity or high visibility issues, ensuring engineering and product priorities reflect real field impact

Fleet Health & Diagnostics

Monitor fleet wide utilization, uptime, and diagnostic health, identifying trends across machines, regions, and customer segments

Analyze diagnostic data to define control limits and drive pre-emptive corrective action, translating customer sentiment and field quality data into actions

Cluster and prioritize failure modes for engineering, holding the team accountable for timely resolution, and use fleet wide data to influence the engineering roadmap

Scaling Strategy, Process & Tools

Build the strategy, processes, systems, and tools that let each Robot Support engineer support 500+ robots, a major scale up from current ratios

Develop and execute a plan to outsource portions of support to Dealer teams and third party providers, including training, documentation, and quality oversight

Coordinate the software deployment process across the fleet

Hire, coach, and grow the Robot Support team as it scales alongside the fleet

Requirements:

B.S. in Computer Science, Electrical Engineering, Robotics, or a closely related field

10+ years of relevant experience in robotics, technical support, or fleet operations/management, including 5+ years leading a team

Familiarity with autonomous mobility technology, such as computer vision, LiDAR, and other sensors, RTK GPS, electrical systems (including charging and batteries), mechanical systems

Demonstrated experience building scalable support processes, tools, or outsourced/partner support models, especially processes built around Zendesk and utilizing various AI-enabled tools

Exceptional responsiveness and communication skills; ability to excel at time-sensitive tasks and lead others through them

Ability to think like the customer, prioritize issues, and influence others across engineering, product, and operations to bring issues to closure

Experience debugging hardware and software, and coaching others to do the same

Strategic vision to scale the function efficiently as Burro grows our fleet to the tens of thousands

Experience utilizing Zendesk, Airtable, Formant, AWS, and/or other similar tools

Nice-To-Haves:

Understanding of systems built in a ROS/ROS2 framework

Comfortable debugging code written in C++ & Python

Familiarity with electrical and mechanical repairs processes and tools (splicing, soldering, motor/gearbox diagnostics and repair, etc.)

Conversational Spanish

Perks

Competitive salary and benefits package (medical/dental/vision)

401K Plan

Early-stage equity

Unlimited PTO

Paid parental leave