Job Description

At Dexterity, we believe robots can positively transform the world. Our breakthrough technology frees people to do the creative, inspiring, problemsolving jobs that humans do best by enabling robots to handle repetitive and physically difficult work. Were starting with warehouse automation, where the need for smarter, more resilient supply chains impacts millions of lives and businesses around the world.

Dexterity's fullstack robotics systems pick, move, pack, and collaborate with humanlike skill, awareness, and learning capabilities. Our systems are softwaredriven, hardwareagnostic, and have already picked over 15 million goods in production. And did we mention were customerobsessed?

Every decision, large and small, is driven by one question how can we empower our customers with robots to do more than they thought was possible?Dexterity is one of the fastest growing companies in robotics, backed by worldclass investors such as Kleiner Perkins, Lightspeed Venture Partners, and Obvious Ventures.

Were a diverse and multidisciplinary team with a culture built on passion, trust, and dedication. Come join Dexterity and help make intelligent robots a reality!

About the Role

As a Product Support Engineer, you will be the primary field engineer responsible for ensuring reliable operations of Dexteritys Mech systems at customer sites. This role bridges hardware, systems integration, and field operations with ownership of diagnostics, repairs, retrofits, and lifecycle service actions. Youll lead onsite 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 handson 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 deskbased tasks and labfloor testing.
• This position requires extended deployment to customer locations, with up to 80% of time spent stationed onsite.
• Onsite 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 crossdomain issues.
• Customer Confidence: Act as the face of Dexterity Engineering in the fieldresolving chronic issues and maintaining longterm system health.
• Operational Excellence: Reduce repeat incidents by authoring runbooks, knowledge base articles, and automated diagnostics.
• Customer Trust: Become the named technical pointofcontact for one or more strategic sites.
• Engineering Feedback Loop: Deliver actionable bug reports and reproducible cases that accelerate rootcause analysis.
• Field Team Enablement: Provide realtime 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 steadystate operations
• Own rootcause analysis of hardware and system issues using field diagnostics, logs, and handson 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 sitelevel 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 anomalydetection models; perform trend analysis to prevent outages.
• Field Residency Embed on customer site during golive, 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 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
• Selfstarter 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).
• Selfstarter mindset with a willingness to take ownership in ambiguous environments
• Bias for Action sense of urgency in production environments; willingness to own the ticket until closure.

NicetoHave, RoleSpecific Strengths

• 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 realtime systems
• Understanding of reliability modeling, FMEA, or service metrics (e.g., MTTR, MTBF)

Qualifications

• Bachelors degree in Mechanical, Electrical, Mechatronics, or Industrial Engineering or related field
• 3+ years in field service, product support, or hardware debugging roles in robotics, automation, or complex electromechanical systems
• Physical ability to perform service tasks in warehouse environments, including equipment access, lifting, and calibration
• Comfortable working extended hours or oncall rotations for highseverity incidents.

$150,000 - $180,000 a year

Our Total Rewards philosophy is designed to recognize contributions toward meaningful innovation. Base pay is one component of a broader compensation package that may include equity grants, benefits, and other incentives, depending on role and eligibility.

For this position, the expected base salary range is $150,000 to $180,000 annually. Actual compensation will be determined based on skills, experience, education, and market factors, and may vary accordingly.

Final compensation decisions are made individually and take a number of factors into consideration. Eligible employees may be considered for equity awards as part of their overall compensation. Access to benefits and wellness resources is provided in accordance with company policies and may vary based on role and location.

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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