About the Role
As a Product Support Engineer, you will be the primary field engineer responsible for ensuring reliable operations of Dexterity’s Mech systems at customer sites. This role bridges hardware, systems integration, and field operations with ownership of diagnostics, repairs, retrofits, and lifecycle service actions. You’ll lead on-site investigations, coordinate fixes, and interface tightly with both our Application Support team and core Engineering.
You will also manage warranty claims, track spares, and implement retrofits and system upgrades. Success in this role means hands-on operational excellence, a deep understanding of Physical AI systems, and the ability to communicate clearly with both technical teams and operations leaders.
Physical & Work Environment
- Location : Redwood City, CA. Office desk-based tasks and lab-floor testing.
- This position requires extended deployment to customer locations, with up to 80% of time spent stationed on-site.
- On-site assignments will involve warehouse conditions (temperature variations, industrial noise) and prolonged standing or walks.
- Assignments may span several weeks or months and are intended to minimize frequent travel by establishing a consistent presence at the customer site.
Core Outcomes
New Product Introduction : Ensure successful field deployment of new products by driving pilot execution, resolving early issues, and meeting customer KPIs.Reliable Operations : Maintain high Mech system uptime by diagnosing root causes and executing rapid, durable fixes in the field.Hardware Intelligence : Lead issue triage across electrical, mechanical, and electromechanical subsystems with support from HQ engineering.Lifecycle Stewardship : Own warranty actions, spare part tracking, retrofit execution, and RMA processing for your assigned sites.Collaborative Support : Partner with Application Support and TAC to troubleshoot complex cross-domain issues.Customer Confidence : Act as the face of Dexterity Engineering in the field—resolving chronic issues and maintaining long-term system health.Operational Excellence : Reduce repeat incidents by authoring runbooks, knowledge base articles, and automated diagnostics.Customer Trust : Become the named technical point-of-contact for one or more strategic sites.Engineering Feedback Loop : Deliver actionable bug reports and reproducible cases that accelerate root-cause analysis.Field Team Enablement : Provide real-time support and tooling guidance to product and hardware services teams at pilot and production sites.Key Responsibilities
Serve as the field technical lead for Mech product deployments and steady-state operationsOwn root-cause analysis of hardware and system issues using field diagnostics, logs, and hands-on testingPerform repair, replacement, and upgrade activities in coordination with the support and service teamsCollaborate with Applications Support to investigate application issues related to hardware triggers or sensor dataMaintain accurate site-level spares, log part replacements, and manage warranty workflows and RMAsExecute retrofit procedures and validate system performance after changesDocument issue trends and create feedback loops to improve future design and serviceabilityTrain field personnel and integrators on proper hardware handling, calibration, and troubleshooting techniquesCreate or contribute to service manuals, troubleshooting trees, and repair guidesProactive Monitoring — Tune alerting rules, dashboards, and anomaly-detection models; perform trend analysis to prevent outages.Field Residency — Embed on customer site during go-live, major upgrades, or chronic issue hunts.Continuous Improvement Projects — Partner with Product Engineering on hardware improvements.Core Skills & Experience
Strong troubleshooting skills across electromechanical systems, pneumatics, drives, sensors, and industrial roboticsComfort with Linux command line, log analysis, and basic application debugging (Python / SQL)Familiarity with tools like Jira, Zendesk, and knowledge base platformsExperience managing spares, executing RMAs, and coordinating with supply chain or service teamsAbility to read schematics, wiring diagrams, and mechanical drawingsSelf-starter mindset, with ability to lead service actions under ambiguous field conditionsStrong communication skills to clearly explain findings and collaborate across functionsFamiliarity with support tools and observability platforms (e.g., Grafana, Kibana, Foxglove, ArgoCD).Self-starter mindset with a willingness to take ownership in ambiguous environmentsBias for Action — sense of urgency in production environments; willingness to “own the ticket” until closure.Nice-to-Have, Role-Specific Strengths
Experience supporting warehouse robotics or industrial automation systemsFamiliarity with EtherCAT, Beckhoff, or Elmo servo drive systemsPrior field service engineering or hardware NPI commissioning experienceExperience developing or maintaining diagnostic toolingKnowledge of application-layer debugging, especially for real-time systemsUnderstanding of reliability modeling, FMEA, or service metrics (e.g., MTTR, MTBF)Qualifications
Bachelor’s degree in Mechanical, Electrical, Mechatronics, or Industrial Engineering or related field3+ years in field service, product support, or hardware debugging roles in robotics, automation, or complex electromechanical systemsPhysical ability to perform service tasks in warehouse environments, including equipment access, lifting, and calibrationComfortable working extended hours or on-call rotations for high-severity incidents.Equal Opportunity Employer
We are an equal-opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
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