IT Support Engineer/Contractor

About the Role We are looking for an IT Support Engineer/Contractor with a strong background in network, robotics and autonomous systems to serve as the primary technical point of contact for customers deploying and operating our robotic/autonomous platforms in the field. You will be responsible for installation, commissioning, troubleshooting, and ongoing support of autonomous hardware and software systems at customer sites, ensuring high system uptime, safety, and customer satisfaction. This role blends hands-on mechanical/electrical troubleshooting with software and autonomy-stack debugging (sensors, perception, navigation, and control), making it ideal for someone who enjoys solving problems in dynamic, real-world environments rather than purely in a lab or office setting. What You'll Do Serve as the on-site and remote technical expert for deployed robotic/autonomous systems, supporting installation, commissioning, and go-live activities at customer locations. Diagnose and resolve hardware, software, sensor, and autonomy-stack issues (e.g., LiDAR, cameras, IMU, GPS/GNSS, localization, path planning, and navigation systems). Perform preventive maintenance, calibration, and system health checks to minimize downtime and maximize fleet availability. Work closely with engineering, R&D, and QA teams to triage field issues, reproduce bugs, and feed insights back into product development. Document field issues, root-cause analyses, and resolutions in ticketing/CRM systems; maintain detailed service logs and knowledge-base articles. Train customer personnel and internal teams on system operation, safety procedures, and basic troubleshooting. Support new product/feature rollouts, pilot deployments, and beta testing in live field environments. Travel to customer sites (domestic and/or international) for installations, escalations, and scheduled maintenance visits. Collaborate with remote monitoring/support teams to triage issues before dispatching on-site visits when possible. Contribute to continuous improvement of support processes, tooling, and documentation. What We're Looking For Required: Bachelor's degree in Robotics, Mechatronics, Electrical/Mechanical Engineering, Computer Science, or related field (or equivalent practical experience). 2+ years of hands-on experience with robotic or autonomous systems (ground vehicles, drones, industrial robots, AMRs/AGVs, or similar). Solid understanding of autonomy fundamentals: sensor fusion, localization/mapping (SLAM), path planning, and basic control systems. Experience troubleshooting both hardware (mechanical/electrical) and software issues in embedded or robotic systems. Familiarity with ROS/ROS2, Linux environments, and basic scripting (Python, Bash, or similar) for diagnostics. Strong problem-solving skills and comfort working independently in unpredictable field conditions. Excellent communication skills; ability to explain technical issues clearly to both engineers and non-technical customers. Willingness to travel frequently and work flexible hours to support customer operations, including occasional off-hours escalations. Valid driver's license (and passport, if international travel is required). Preferred: Experience with specific sensor suites (LiDAR, stereo/depth cameras, IMU, GNSS/RTK). Familiarity with cloud-based fleet management or telemetry/monitoring platforms. Prior experience in a customer-facing field service, systems integration, or deployment engineering role. Experience with CAN bus, industrial networking protocols, or PLC-based systems. Knowledge of safety standards relevant to autonomous/robotic systems (e.g., ISO 13849, ANSI/RIA R15.08).