{"id":2919961,"url":"https://alion.io/job/sereact-senior-support-engineer","title":"Senior Support Engineer","company":{"id":51885,"name":"Sereact","domain":"sereact.ai","url":"https://alion.io/company/sereact","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":{"grade":"A","score":85,"open_postings":13,"ghost_share":0,"stale_share":0.615,"repost_share":0,"time_to_fill_p50_days":57,"computed_at":"2026-10-25T05:49:26Z"}},"role":"Support","role_family":"Support","seniority":"senior","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":{"label":"ET","utc_offset_min":-5,"utc_offset_max":-5},"hiring_geo_confidence":"explicit","locations":["Boston, United States"],"countries":["US"],"hiring_countries":["US"],"hiring_countries_total":1,"salary":{"min":180000,"max":210000,"currency":"USD","period":"year","gross":null,"usd_annual":210000},"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Docker","optional":false},{"name":"Incident Management","optional":false},{"name":"Linux","optional":false},{"name":"Python","optional":false},{"name":"SQL","optional":false},{"name":"Embodied AI","optional":true},{"name":"Kubernetes","optional":true},{"name":"ROS","optional":true}],"status":"live","first_seen_at":"2026-10-20T10:34:32Z","employer_posted_date":"2026-10-20","last_verified_at":"2026-10-26T00:11:05Z","board_verified":true,"closed_at":null,"days_open":5,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":5},"description":"Senior Support Engineer NA\nWho We Are\nWe are a rapidly growing embodied AI company revolutionizing human labor. Leveraging cutting-edge robotics and advanced artificial intelligence, we develop transformative technologies that redefine how work is done across industries-empowering businesses to streamline operations, boost productivity, and unlock new possibilities.\nOverview\nAs a Senior Support Engineer, you will ensure the reliability and success of our AI-powered robotic systems after deployment. Acting as the primary technical contact for customers, you will diagnose complex hardware and software issues, drive rapid resolution, and continuously improve our support tools and processes.\nThis is a remote position based in the United States. Most customer support is provided remotely, requiring excellent technical judgment, ownership, and communication. Clear status updates and concise report-outs-particularly during evenings, weekends, and critical customer events-are an essential part of the role.\nInitial onboarding includes travel to Germany and customer sites in Europe to become familiar with our systems. Occasional travel within North America may be required to support deployments, critical service events, or customer escalations.\nYour Responsibilities\nCustomer Support & Incident Management\nServe as the primary technical support contact for customers operating Sereact robotic systems.\nProvide timely remote support, diagnosing hardware, software, networking, and system integration issues using SSH, Docker, Python, logs, and diagnostic tools.\nOwn customer incidents from initial report through resolution while providing clear communication, status updates, and executive-ready report-outs.\nParticipate in an on-call support rotation for critical customer issues.\nTechnical Support & Continuous Improvement\nCollaborate with software, robotics, deployment, and hardware teams to resolve complex technical issues.\nPerform root cause analysis and drive improvements to product reliability, support processes, documentation, and knowledge bases.\nDevelop and improve internal support tools, customer dashboards, debugging utilities, and ticketing workflows.\nSupport software updates, hardware upgrades, and system maintenance activities.\nCross-Functional Collaboration\nPartner with deployment engineers to ensure smooth customer handoffs.\nProvide customer feedback that influences future product development.\nProactively monitor deployment health and identify issues before they impact operations.\nSupport field deployments and help establish best practices for the North American support organization.\nQualifications\nEducation and Experience\nBachelor's degree in Computer Science, Engineering, Robotics, or related field (or equivalent practical experience).\n5+ years supporting complex hardware/software systems in customer-facing environments.\nExperience with robotics, automation, or industrial equipment.\nExperience troubleshooting Linux-based systems using SSH, Docker, and command-line tools.\nWillingness to travel internationally for training and periodically throughout North America (approximately 10%).\nSkills\nStrong Python and Linux troubleshooting skills.\nExperience with Docker, SQL, networking fundamentals, and API-based systems.\nExcellent analytical problem-solving and root cause analysis.\nExceptional written and verbal communication with strong customer focus.\nHighly organized with an ownership mentality and ability to manage multiple priorities.\nComfortable working independently in a fast-paced startup environment.\nNice to Have\nExperience with AI, robotics, ROS, or autonomous systems.\nExperience with Kubernetes, cloud infrastructure, or DevOps tooling.\nExperience in warehouse automation, logistics, or industrial manufacturing\nCompensation & Benefits\nBase salary range: USD $180,000 - $210,000(actual pay based on skills, experience, and location).\nLocation: Remote (United States)\nTime Zone:\nEastern Time (ET): 2:00 PM - 12:00 AM\nCentral Time (CT): 1:00 PM - 11:00 PM\nMountain Time (MT): 12:00 PM - 10:00 PM\nPacific Time (PT): 11:00 AM - 9:00 PM\nBenefits:\nMedical, dental, and vision insurance for you and your dependents\n401(k) with 100% company match\n20 days paid time off\nPaid sick leave\nParental leave\nWellness or gym stipend\nLearning and development support\nEquity/Bonus\nAdditional Information\nEmployment may be contingent upon a background check consistent with applicable law.\nThis role includes participation in an on-call support rotation, including occasional evening and weekend coverage.\nInitial onboarding requires travel to Germany and Europe. Periodic travel within North America may be required.\nWe are an Equal Opportunity Employer and do not discriminate based on protected status.","description_format":"text","description_chars":4751,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["Equity","Parental leave","Vision insurance"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Robotics AI","Logistics & Warehouse Robotics","Robotic Software & Control Systems"],"lifecycle":[{"event":"open","at":"2026-10-20T11:43:07Z"}],"visa":[{"country":"US","licensed_sponsor":true,"evidence":"Filed H-1B visas in the last two years","filings_12m":0,"filings_prev_12m":1,"green_card_filings_12m":0,"median_offered_wage_usd":null,"route":null,"cap_exempt":false,"checked_at":"2026-10-15T11:24:14+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)"],"filings_for_role_12m":0}],"liveness":{"score":63,"band":"ok","label":"Likely open","p_open":1,"p_active":0.632,"p_room":1,"age_days":4,"expected_fill_days":57,"reasons":["conf:0","stale_co","velocity","win:early"],"computed_at":"2026-10-25T05:49:26Z"},"pay":{"stated_usd_annual":210000,"is_top_pay":true},"html_url":"https://alion.io/job/sereact-senior-support-engineer","json_url":"https://alion.io/job/sereact-senior-support-engineer.json","meta":{"generated_at":"2026-10-26T03:36:39Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":4901,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-27T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":51885},"rest":"https://alion.io/mcp/rest/get_company?id=51885"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fsereact-senior-support-engineer"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fsereact-senior-support-engineer"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fsereact-senior-support-engineer"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/sereact-senior-support-engineer\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fsereact-senior-support-engineer"}]}