Dexterity, Inc.

Product Support Engineer

Dexterity, Inc.

full-time

Posted on:

Origin:  • 🇺🇸 United States • California

Visit company website
✨ AI Apply
Manual Apply

Salary

💰 $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)