Technical Support Engineer (Robotics)

About Tutor We believe robots are the biggest lever we have to making the physical world a better, more affordable place. But robots are a rounding error in our society: nearly nine out of ten American factories and warehouses don’t even have a single robot, and robots have yet to make their way into our homes or places of business. Tutor Intelligence is changing that. Tutor is a robotics research and deployment company, building generally capable robot hardware and artificial intelligence to enable robots to go where no robots have gone before. Sonny is a semi-humanoid robot with frontier dexterity approaching the human form. Cassie does back-breaking work, moving boxes, pallets, and bulk goods for businesses from family-owned manufacturers to some of the largest brands in the world. Tutor robots are manufactured at scale and operate as a network, combining the whole fleet’s learned experience to train ever more capable robot artificial intelligence. Founded at MIT and headquartered in Watertown, MA, our team is full stack: we design and manufacture robot hardware, train our own models, work directly with the smallest and largest end-customers, and maintain our fleet across the United States. We’re a team of researchers, engineers, technicians, operators, and sellers who love building things and solving hard problems. Our mission is grand: robots everywhere, for the common good, raising the standard of living across North America, and then the world. Why Tutor? Whether you’re designing robots, closing deals, running deployments, or creating the processes that help us scale, your work doesn’t sit on a shelf. It shows up on real production floors, making physical work safer and more affordable. Our team of 160+ is driven by curiosity and a genuine love of building. Everyone here takes real ownership, learns fast, and holds a high bar while having each other’s backs. If you love hard problems and creating things that didn’t exist before, you’ll fit right in. The Role Do you like being the person who figures out why something broke, gets it running again, and then makes sure it never breaks that way again? Tutor robots work on real production lines in factories and warehouses across the country. When one stops, a customer's line stops, and someone needs to get it moving again, fast. As a Technical Support Engineer, you are the first engineer on the scene when a Tutor robot needs help. You'll work hand in hand with our customer-facing support teams, the tutors and customer success managers who talk to customers every day, to diagnose robot issues remotely, get robots back into production, and keep fleet uptime high. Between calls, you'll fix the things that cause them: improving customer-facing UI, fixing small robot-side bugs, and making hardware error messages clear enough that the next person can solve the problem without calling you. When an issue is bigger than a small fix, you'll track it with data and bring it to our core software team with the evidence they need to fix it at the root. We're looking for someone who stays calm when a robot is down and a customer is waiting, who is responsive by default, and who can't leave a recurring problem alone. You work independently with limited oversight and deliver consistently: a trusted, reliable member of the team. The initial focus will be on our Cassie platform.