Technical Support Specialist – SaaS, B2B, Finance, Data
Subscript
ETLSQL
Product Support Engineer
Dexterity, Inc.
full-time
Posted on:
Location: California • 🇺🇸 United States
Visit company websiteSalary
💰 $110,000 - $140,000 per year
Job Level
Mid-LevelSenior
Tech Stack
GrafanaLinuxPythonSQL
About the role
- Serve as the field technical lead for Mech product deployments and steady-state operations
- Own root-cause analysis of hardware and system issues using field diagnostics, logs, and hands-on testing
- Perform repair, replacement, and upgrade activities in coordination with the support and service teams
- Collaborate with Applications Support to investigate application issues related to hardware triggers or sensor data
- Maintain accurate site-level spares, log part replacements, and manage warranty workflows and RMAs
- Execute retrofit procedures and validate system performance after changes
- Document issue trends and create feedback loops to improve future design and serviceability
- Train field personnel and integrators on proper hardware handling, calibration, and troubleshooting techniques
- Create or contribute to service manuals, troubleshooting trees, and repair guides
- Proactive 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, with up to 80% of time spent on-site
- Manage warranty claims, track spares, and implement retrofits and system upgrades; act as the face of Dexterity Engineering in the field
Requirements
- Strong troubleshooting skills across electromechanical systems, pneumatics, drives, sensors, and industrial robotics
- Comfort with Linux command line, log analysis, and basic application debugging (Python/SQL)
- Familiarity with tools like Jira, Zendesk, and knowledge base platforms
- Experience managing spares, executing RMAs, and coordinating with supply chain or service teams
- Ability to read schematics, wiring diagrams, and mechanical drawings
- Self-starter mindset, with ability to lead service actions under ambiguous field conditions
- Strong communication skills to clearly explain findings and collaborate across functions
- Familiarity with support tools and observability platforms (e.g., Grafana, Kibana, Foxglove, ArgoCD)
- 3+ years in field service, product support, or hardware debugging roles in robotics, automation, or complex electromechanical systems
- Bachelor’s degree in Mechanical, Electrical, Mechatronics, or Industrial Engineering or related field
- Physical ability to perform service tasks in warehouse environments, including equipment access, lifting, and calibration
- Comfortable working extended hours or on-call rotations for high-severity incidents
- Nice-to-Have: Experience supporting warehouse robotics or industrial automation systems; Familiarity with EtherCAT, Beckhoff, or Elmo servo drive systems; Prior field service engineering or hardware NPI commissioning experience; Experience developing or maintaining diagnostic tooling; Knowledge of application-layer debugging, especially for real-time systems; Understanding of reliability modeling, FMEA, or service metrics (e.g., MTTR, MTBF)
