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