SR ROBOTICS SUPPORT ENGINEER

We’re looking for a Sr Robotics Support Engineer who can own issues end-to-end, work closely with engineering and operations, and provide exceptional product support at our headquarters in the Strip District of Pittsburgh, PA. This position will report to the Director of Engineering in this highly collaborative role with significant impact across the organization.

The Sr Robotics Support Engineer provides technical leadership for support of advanced electromechanical and robotic systems deployed at customer sites. This role serves as a subject-matter expert for troubleshooting, repair, root-cause analysis, and escalated field issues from block-diagram through schematic level.

The position owns complex service problem resolution, supports remote and onsite triage/diagnostics, creates and maintains technical documentation and work instructions, and mentors service technicians and engineers. This role also acts as a critical feedback link between field performance, design engineering, and service operations to improve product performance and customer experience.

Key Responsibilities

• Technical Leadership to improve uptime of deployed products and reduce the time to repair, while reducing the cost of support through accurate diagnostics and sustaining engineering analysis.

o Serve as the primary engineering escalation point for complex field and service issues

• Train and mentor technicians and junior engineers; provide ongoing technical guidance
• Support remote service and troubleshooting, including triage, fault isolation, and repair planning
• Technical Expertise & Problem Solving

o Become the subject-matter expert on the system’s electrical architecture (block diagram through schematic level)

• Perform advanced troubleshooting, repair, and root-cause analysis of electromechanical systems
• Lead structured problem-solving efforts using methods such as 5 Whys and fault tree analysis
• Balance urgent customer-impact issues with durable corrective solutions
• Documentation & Knowledge Management

o Create and maintain troubleshooting guides, repair procedures, work instructions, and service documentation

• Translate complex electrical designs into clear, usable technical materials
• Capture field learnings and service insights for broader organizational use
• Cross-Functional Collaboration

o Partner with design engineering to resolve product design issues impacting field performance or serviceability

• Collaborate with field service teams to capture, analyze, and act on failure data
• Communicate technical findings, risks, and recommendations clearly to leadership and stakeholders
• Data Analysis & Reporting

o Analyze field performance and service data to identify trends and systemic issues

o Develop and track service-related metrics such as issue recurrence and resolution time

o Provide clear, actionable updates and recommendations based on data and field insight

• Design for Serviceability

o Influence product design decisions to improve maintainability, and field performance

o Incorporate field feedback into new product introductions and design updates

Do you have experience in Mentoring?, * Bachelor’s degree in electrical engineering or a related engineering field, or equivalent experience

• 5+ years of experience supporting electromechanical or robotic systems in a field service, product support, or systems engineering role
• Strong hands-on electrical troubleshooting, test, and analysis skills
• Proficiency reading and interpreting block diagrams, schematics, and wiring/harness drawings
• Experience leading root-cause investigations and driving corrective actions
• Demonstrated ability to mentor and provide technical leadership
• Strong written and verbal communication skills

Preferred Qualifications

• Experience working closely with field service or customer support organizations
• Exposure to complex, regulated, or high-availability systems
• Experience supporting remote diagnostics and global service organizations

Key Competencies

• Systems-level thinking and end-to-end issue ownership
• Strong analytical and structured problem-solving skills
• Ability to communicate effectively with both technical and non-technical audiences
• Sense of urgency balanced with disciplined execution
• Continuous improvement mindset

Pulled from the full job description

• 401(k)
• Health insurance
• Paid time off
• Vision insurance
• Health savings account
• Dental insurance
• Flexible spending account, * Faster resolution of complex field and service issues
• Reduced repeat service problems and escalations
• High-quality, usable technical documentation and training materials
• Strong collaboration between field service and engineering teams
• Improved customer experience through better field performance

STE Aethon Inc. Benefits:

• Medical, Dental, and Vision coverage starting from start date
• Health Savings Account / Flexible Spending Account
• Free Onsite Gym
• Immediate 401k vesting
• Wellness Incentive Program
• Life & Disability Insurance
• Generous Paid Time Off

ST Engineering Aethon, Inc is a forward-thinking robotics company dedicated to revolutionizing the health care and hospitality industries through cutting-edge innovations. Specializing in advanced robotics and AI solutions, STE Aethon, Inc. designs and develops state-of-the-art autonomous mobile robots that optimize efficiency, enhance productivity, and redefine the way businesses operate in today’s rapidly evolving technological landscape.