Job Description

Watertown, MACustomer Experience /Full-time /On-siteThe CompanyTutor Intelligence is building the technology and processes to let robots go where they’ve never gone before: the average American factory and warehouse. We understand that general-purpose and generally intelligent robots are going to be built in our lifetimes, and we’re not content to sit on the sidelines.Founded by MIT alumni and backed with over $40M in funding by leading investors in AI and robotics, Tutor combines human and artificial intelligence to build something greater than the sum of its parts — a Tutor Intelligence. As an AI software company that deploys its inventions directly into the facilities that need them, every line of code, process change, and decision at Tutor has a direct impact on the physical economy.The RoleWe'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.ResponsibilitiesOwn 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 deploymentsDevelop deep working knowledge of our robot systems — software, hardware, and operational characteristics — sufficient to diagnose issues credibly and partner with engineering on resolutionDiagnose and resolve operational and technical issues in your customers' real-world environments, working through software configuration, mechanical adjustments, process changes, and root-cause analysisPartner with our engineering team to execute technical improvements that benefit your customers — bringing context, prioritization, and field validation, rather than writing the code yourselfTrack the health and performance of your assigned fleet — uptime, reliability, throughput, customer satisfaction — and proactively act on signalsTranslate field reality into product insights for our engineering and product teams; be the voice of your customers in our internal roadmap conversationsPartner with Account Executives on expansion conversations where customer success creates natural opportunities for growthRequirements2–5+ years of experience in a technical customer-facing role: applications engineering, field engineering, robotics deployment, solutions engineering, technical account management, or similarTechnical depth in at least one of: robotics, industrial automation, controls, mechatronics, manufacturing systems, or warehouse/logistics technologyComfort working hands-on with both software and physical systems, especially in real-world operational environmentsAptitude 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 outcomesGenuine relationship orientation — you take pride in being trusted by customers over time, not just in delivering projectsStrong communication skills; able to be technically credible with customer engineering and ops teams, and clear with non-technical operators and leadersWillingness to spend meaningful time on-site at customer facilitiesNice to haves (zero or more)Direct experience deploying or supporting robotics in production environmentsBackground in warehouse, manufacturing, or other industrial operationsExperience working closely with engineering teams to diagnose and resolve technical issues — bringing field context to engineering decisionsDeep interest in robotics, automation, or the future of physical AIWhy This Role Is UniqueWork at the intersection of cutting-edge robotics and real-world industrial operations, helping bring advanced AI systems into factories and warehousesOwn the success of real customers running real robots in production — your work directly determines whether the future of physical AI happens in their facilityJoin Tutor during a period of rapid growth and expanding deployments, where this function plays a central role in scaling our fleetHelp build and shape what this function looks like at Tutor, working closely with engineering, product, and operations teams$80,000 - $135,000 a yearTutor Intelligence is an equal opportunity employer. We welcome applicants from all backgrounds and are committed to building a diverse and inclusive team. All offers include fully covered health + dental and unlimited PTO.

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