Technical Customer Engineer

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 https://tutorintelligence.com/sonny is a semi-humanoid robot with frontier dexterity approaching the human form. Cassie https://tutorintelligence.com/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. The Role - We're looking for a technically credible, customer-oriented engineering thinker to own a portfolio of customer sites running Tutor robots in production. You'll be the primary partner for each of your sites — the person their operations, engineering, and maintenance teams trust when something matters — and you'll be accountable for the operational and technical success of those deployments over time. This is not a traditional Customer Success role, and it's not a product engineering role either. You won't be writing application code, designing novel robotic applications, or doing core feature development. What you will do is develop deep working knowledge of our systems, diagnose issues across software, mechanical, and process dimensions in your customers' real-world environments, and partner with engineering to execute technical improvements that make your customers successful. The work is genuinely technical — you need to understand how our robots work well enough to be the credible technical voice on the customer side — but the goal is to help customers operationally and technically utilize the product we've built, not to extend it. The role is also genuinely relationship-driven. The customers in your portfolio will know you, trust you, and call you first when they need help. You'll spend meaningful time on-site at your facilities, remote time on technical diagnosis and tuning, and ongoing time partnering with your customers' engineering and operations leaders. Internally, you'll work alongside our engineering, support, and maintenance teams, and your insights from the field will directly shape our product roadmap. This role sits at the intersection of robotics, operations, and customer partnership. The right person is energized by all three. We're expecting this role to include customer travel of~15% Role and Responsibilities - - Own a portfolio of customer sites end-to-end: be the primary technical partner for each, build deep trust with their operations, engineering, and maintenance teams, and be accountable for the operational and technical success of those deployments - Develop deep working knowledge of our robot systems — software, hardware, and operational characteristics — sufficient to diagnose issues credibly and partner with engineering on resolution - Diagnose and resolve operational and technical issues in your customers' real-world environments, working through software configuration, mechanical adjustments, process changes, and root-cause analysis - Partner with our engineering team to execute technical improvements that benefit your customers — bringing context, prioritization, and field validation, rather than writing the code yourself - Track the health and performance of your assigned fleet — uptime, reliability, throughput, customer satisfaction — and proactively act on signals - Translate field reality into product insights for our engineering and product teams; be the voice of your customers in our internal roadmap conversations - Partner with Account Executives on expansion conversations where customer success creates natural opportunities for growth What you'll Bring - - 2–5+ years of experience in a technical customer-facing role: applications engineering, field engineering, robotics deployment, solutions engineering, technical account management, or similar - Technical depth in at least one of: robotics, industrial automation, controls, mechatronics, manufacturing systems, or warehouse/logistics technology - Comfort working hands-on with both software and physical systems, especially in real-world operational environments - Aptitude for developing deep working knowledge of complex technical systems built by others — you don't need to build it from scratch, you need to understand it deeply enough to diagnose, tune, and improve outcomes - Genuine relationship orientation — you take pride in being trusted by customers over time, not just in delivering projects - Strong communication skills; able to be technically credible with customer engineering and ops teams, and clear with non-technical operators and leaders - Willingness to spend meaningful time on-site at customer facilities Nice to haves (zero or more) - - Direct experience deploying or supporting robotics in production environments - Background in warehouse, manufacturing, or other industrial operations - Experience working closely with engineering teams to diagnose and resolve technical issues — bringing field context to engineering decisions - Deep interest in robotics, automation, or the future of physical AI 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. BENEFITS We take care of our team so they can do their best work. At Tutor, you’ll get: - Fully employer-covered health insurance, so you’re protected without the premium. - A managed 401(k) to help you plan for the future. - Generous time off: unlimited PTO and all federal holidays off for full-time salaried employees, and 16+ days of accrued paid time off plus 1.5x pay on federal holidays for hourly employees. - Regular in-office meals and team social events throughout the year. As Tutor grows, so will our benefits. We’re continuing to invest in ways to support our team at work and beyond. Tutor Intelligence is an equal opportunity employer and welcomes applicants from all backgrounds.