The Role
Provide on-site and remote technical support for deployed warehouse robotics systems. Resolve escalations, troubleshoot hardware and software issues, monitor uptime and KPIs, support deployments and upgrades, conduct root cause analysis, document resolutions, and coordinate with Product, Engineering, Operations, and customers. The role also supports preventive maintenance, customer training, process improvement, and system reliability across automation deployments.
Summary Generated by Built In
Senior Support Engineer
Department: Customer Success & Support
Work Location: Pune
Work Mode: In Campus
Travel: As Required
About Unbox Robotics
We at Unbox Robotics are revolutionizing warehouses and distribution centers by building the world's most compact, powerful, and flexible mobile robotics systems for the new age of warehousing. Our AI-powered parcel sorting robotic systems help customers deploy automation faster, optimize warehouse space, and improve operational productivity.
As we continue to scale globally, we are looking for a technically strong and customer-focused Senior Support Engineer to ensure reliable operations, rapid issue resolution, and exceptional customer experience across our deployed systems.
Role Overview
The Senior Support Engineer will be responsible for providing advanced technical support, managing critical customer escalations, ensuring site stability, and supporting successful deployments of Unbox Robotics solutions.
This role requires strong troubleshooting skills, operational ownership, and the ability to collaborate effectively with Product, Engineering, and Operations teams to maintain high system uptime and customer satisfaction.
Roles & Responsibilities
Site Support & Operations
- Provide on-site and remote technical support for deployed customer systems.
- Manage and resolve technical escalations within defined service levels.
- Troubleshoot hardware, software, and operational issues impacting system performance.
- Coordinate with Product, Engineering, and Operations teams to drive timely issue resolution.
- Monitor system performance, uptime, and operational KPIs.
- Support customer site go-lives, system upgrades, expansions, and stabilization activities.
- Conduct Root Cause Analysis (RCA) for recurring issues and drive corrective actions.
- Ensure timely closure and documentation of support tickets.
Process Excellence & Continuous Improvement
- Follow established support processes, SOPs, and escalation frameworks.
- Identify recurring operational challenges and recommend process improvements.
- Support the development and maintenance of knowledge repositories, troubleshooting guides, and technical documentation.
- Contribute to automation initiatives related to monitoring, reporting, and ticket management.
- Ensure compliance with support standards and documentation requirements.
Customer & Stakeholder Management
- Act as a key technical point of contact for customer support-related matters.
- Provide regular updates to customers and internal stakeholders on issue status and resolution timelines.
- Collaborate with cross-functional teams to ensure seamless customer support and issue management.
- Support customer training, operational readiness, and knowledge transfer activities where required.
Deployment & System Reliability
- Support deployment, commissioning, and validation of Unbox Robotics solutions.
- Assist in preventive maintenance planning and execution.
- Monitor system health and proactively identify risks that could impact customer operations.
- Ensure smooth transition from deployment to steady-state operations.
Requirements
Must Have
- Strong troubleshooting and diagnostic skills
- Understanding of hardware, software, and system integration environments
- Strong customer-facing communication skills
- Excellent problem-solving and analytical abilities
- Ability to handle multiple priorities and critical escalations
- Strong documentation and reporting skills
- Ability to work independently in a fast-paced environment
Good to Have
- Experience in Robotics, Warehouse Automation, Material Handling, Industrial Automation, or Manufacturing environments
- Exposure to PLCs, sensors, conveyors, robotics systems, or automation equipment
- Experience using ticketing and issue-tracking tools such as JIRA, ServiceNow, or similar platforms
- Familiarity with data analysis and reporting tools such as Power BI
- Experience supporting customer deployments and large-scale operational systems
Eligible Candidates
Desired Qualification
- Bachelor's Degree in Mechanical Engineering, Electronics Engineering, Electrical Engineering, Mechatronics, Industrial Engineering, Computer Science, or a related field
Work Experience
- 3–6 years of experience in Technical Support, Field Service, Site Operations, Customer Support, Service Delivery, or related functions
- Experience supporting automation systems, robotics solutions, industrial equipment, or complex technology deployments preferred
We Value
- Ownership and accountability
- Customer-first mindset
- Strong execution capability
- Continuous learning and improvement
- Attention to detail
- Ability to thrive in a fast-paced startup environment
- Collaboration and teamwork
Why Join Us?
At Unbox Robotics, support is more than resolving tickets—it is about ensuring customers realize the full value of cutting-edge automation technology.
You will work at the intersection of robotics, software, operations, and customer success while helping power some of the most advanced warehouse automation deployments in the industry.
You won’t just support the future of logistics.
You’ll help keep it running.
Work Location: Pune
Work Mode: In Campus
Salary Range: Competitive Salary
Skills Required
- Strong troubleshooting and diagnostic skills
- Understanding of hardware, software, and system integration environments
- Strong customer-facing communication skills
- Excellent problem-solving and analytical abilities
- Ability to handle multiple priorities and critical escalations
- Strong documentation and reporting skills
- Ability to work independently in a fast-paced environment
- Experience with robotics, warehouse automation, material handling, industrial automation, or manufacturing environments
- Exposure to PLCs, sensors, conveyors, robotics systems, or automation equipment
- Experience with JIRA, ServiceNow, or similar ticketing and issue-tracking platforms
- Familiarity with data analysis and reporting tools such as Power BI
- Experience supporting customer deployments and large-scale operational systems
- Bachelor's degree in Mechanical Engineering, Electronics Engineering, Electrical Engineering, Mechatronics, Industrial Engineering, Computer Science, or a related field
- 3-6 years of experience in Technical Support, Field Service, Site Operations, Customer Support, Service Delivery, or related functions
- Experience supporting automation systems, robotics solutions, industrial equipment, or complex technology deployments
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The Company
What We Do
Unbox Robotics builds software-defined robotics systems to enable logistics players to automate and radically improve their operations on-demand in a limited footprint and capital. We are applying proprietary Swarm Intelligence and ML algorithms inspired by nature to redefine the way companies sort and ship orders. Our 1st product UnboxSort is the world's first of its kind patented AI-powered parcel sorting robotic system that gets installed in <2 weeks, saves ~50% - 80% area, and improves productivity by > 3X to 5X. We have a strong team of alumni from the National University of Singapore, the University of York, and the Indian School of Business with international experience in robotics, manufacturing, and logistics. We are backed by 3one4 Capital, Sixth Sense Ventures, SOSV, Entrepreneur First, Redstart Labs (Info Edge), Arali Ventures, CIIE, Beenext, WEH Ventures, Force Ventures, Veda VC, and an impressive set of angel investors.
