{"schemaVersion":"jobsearcher.job.v1","id":"9704898eef8a9d4e16da0b68","url":"https://jobsearcher.com/jobs/9704898eef8a9d4e16da0b68","canonicalUrl":"https://jobsearcher.com/jobs/9704898eef8a9d4e16da0b68","title":"Product Support Engineer","description":"Who we are:\n\nFormic is on a mission to reshape American manufacturing by making automation accessible to every factory. As labor constraints rise, costs increase, and global competition intensifies, automation is no longer optional for manufacturers that want to stay competitive.\n\nWe deliver automation through a Robotics-as-a-Service model that combines industrial robotics, proprietary software, and full-service support into a single, integrated solution. By removing the traditional barriers of cost, complexity, and risk, we enable manufacturers to deploy automation quickly and realize measurable gains in throughput, safety, and operational efficiency without large upfront capital investment.\n\nBacked by leading investors including Lux Capital, Initialized Capital, Blackhorn Ventures, and Mitsubishi HC Capital North America, Formic is scaling rapidly and building the foundation for a new era of high-performance, Made in America production.\n\nAbout the role\n\nAs a Product Support Engineer, you will be the technical escalation point for Field Engineering and the internal expert for one to two assigned system types. You will be the connective tissue that brings product expertise and support knowledge to the broader Fleet Operations org and the Field Service Engineering team specifically.\n\nYour primary responsibility is simple: keep the field moving. When a Field Service Engineer (FSE) encounters a problem they cannot resolve, you will step in to diagnose the issue, develop a troubleshooting path, determine the right remediation plan, and drive toward a solution quickly.\n\nYou will also look beyond the individual ticket. You will review failures across the fleet, identify repeat problems, and work with Product Engineering when something needs a permanent product fix. You will become increasingly more knowledgeable on a range of Formic's products, ensuring that we're able to support and deliver on operational needs while minimizing the demand on Product and Software resources.\n\nThis is an in-office role based in Bolingbrook, IL or Oakland, CA. You will work closely with Field Service Engineers in the field and directly with Engineering and Design teams in the office.\n\nIn this role you will:\nOwn technical escalations for your assigned system types\nSupport FSEs with complex troubleshooting and root cause identification\nReview logs, system data, configurations, drawings, and failure history to determine next steps\nReproduce field failures on equipment in the office\nTest PLC, robot, software, electrical, and configuration changes to prove or disprove a theory\nBuild clear troubleshooting plans that FSEs can execute in the field\nIdentify repeat failures and trends across the fleet\nEscalate systemic product issues to Product Engineering with clear data, testing, and recommendations\nWork directly with Engineering and Design to answer technical questions and remove blockers for the field\nOwn and improve the knowledge base for your assigned systems\nMaintain troubleshooting guides, known issues, procedures, configurations, and lessons learned\nLook for ways to reduce repeat visits and improve first-time resolution\nTravel occasionally when the job requires it\nWhat makes you a great fit:\n7+ years of experience with industrial automation, robotics, or manufacturing equipment\nStrong troubleshooting skills across mechanical, electrical, controls, and automation systems\nExperience with PLCs, industrial robots, safety equipment, vision, networking, or other technologies relevant to the product you support\nComfortable working directly with equipment to reproduce problems and test solutions\nAble to use data and evidence to work through complex technical problems\nAble to recognize when an issue is isolated versus part of a larger product problem\nStrong written and verbal communication\nComfortable working across Field Engineering, Product Engineering, and Design\nAble to take ownership of an escalation and drive it until there is a clear next step\nAble to work from the Chicago or Oakland office during normal weekday hours\nBonus points if you have:\nBachelor's degree in engineering or a related technical field\nExperience supporting automation deployed across multiple customer sites\nExperience building technical support documentation or knowledge bases\nExperience working between field service and product engineering teams\nExperience using failure and service data to reduce repeat issues and repeat site visits\n\nWhat we look for:\n\nWe're building this company from the ground up, and every person we hire has an outsized impact on our culture, performance, and trajectory. While each team member brings unique strengths and perspectives, we look for people who align with our Operating Principles and embody them in action. If this sounds like you, Formic may be the right place for you!\n\nFearless Optimism: You make bold bets and default optimistic. You believe in the mission, aren't paralyzed by risk, and fear inaction more than failure. You see ambiguity as opportunity and bring energy to building what doesn't yet exist.\nCreate the Magic: You absorb complexity so customers don't have to. Whether your customer is external or internal, you focus on delivering experiences that are clear, fast, value-added, and outcome-driven. You don't say \"not my job.\" You make things work.\nToday, Not Tomorrow: You have a bias to action. You close the loop. You take extreme ownership. You understand that speed compounds, and you don't confuse activity with results.\nSeek Truth: You think from first principles. You value data over ego and strong opinions loosely held. You're willing to challenge assumptions, including your own, in pursuit of the best answer.\nMade of Rubber: You are resolute and adaptable. When things break or priorities shift, you rebound stronger. You treat setbacks as learning moments and move forward with grit.\nOne Formic: You operate without silos. You practice radical helpfulness, document clearly, and make clean handoffs. You assume positive intent and prioritize team success over individual credit.\n\nEqual Opportunity Employment:\n\nFormic is an equal opportunity employer. We do not discriminate on the basis of race, color, religion or religious creed, sexual orientation, gender, gender identity, marital status, family or parental status, disability, military or veteran status, or any other basis protected by law. All employment decisions are based on a person's merit, business needs, and role requirements. If you require further accommodations or have questions regarding accessibility of our roles, please reach out to careers@formic.co.\n\nAI Use:\n\nAt Formic, fairness and transparency are at the heart of our hiring process. We use AI-powered tools in some interviews to help our teams evaluate candidate responses, but all final hiring decisions are made by humans. You can learn more about how AI is used in our recruitment process by reviewing our AI Hiring Disclosure linked here.","company":"Formic","rawCompany":"formic","city":"Oakland","state":"CA","isRemote":false,"isActive":false,"createdAt":"2026-08-19T17:03:51.289Z","occupations":[{"code":"17-3024.00","title":"Electro-Mechanical and Mechatronics Technologists and Technicians","slug":"electro-mechanical-and-mechatronics-technologists-and-technicians"},{"code":"17-3024.01","title":"Robotics Technicians","slug":"robotics-technicians"},{"code":"17-2199.08","title":"Robotics Engineers","slug":"robotics-engineers"}],"industries":[{"code":"333248","title":"All Other Industrial Machinery Manufacturing","slug":"all-other-industrial-machinery-manufacturing"},{"code":"333993","title":"Packaging Machinery Manufacturing","slug":"packaging-machinery-manufacturing"},{"code":"335314","title":"Relay and Industrial Control Manufacturing","slug":"relay-and-industrial-control-manufacturing"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Product Support Engineer","description":"Who we are:\n\nFormic is on a mission to reshape American manufacturing by making automation accessible to every factory. As labor constraints rise, costs increase, and global competition intensifies, automation is no longer optional for manufacturers that want to stay competitive.\n\nWe deliver automation through a Robotics-as-a-Service model that combines industrial robotics, proprietary software, and full-service support into a single, integrated solution. By removing the traditional barriers of cost, complexity, and risk, we enable manufacturers to deploy automation quickly and realize measurable gains in throughput, safety, and operational efficiency without large upfront capital investment.\n\nBacked by leading investors including Lux Capital, Initialized Capital, Blackhorn Ventures, and Mitsubishi HC Capital North America, Formic is scaling rapidly and building the foundation for a new era of high-performance, Made in America production.\n\nAbout the role\n\nAs a Product Support Engineer, you will be the technical escalation point for Field Engineering and the internal expert for one to two assigned system types. You will be the connective tissue that brings product expertise and support knowledge to the broader Fleet Operations org and the Field Service Engineering team specifically.\n\nYour primary responsibility is simple: keep the field moving. When a Field Service Engineer (FSE) encounters a problem they cannot resolve, you will step in to diagnose the issue, develop a troubleshooting path, determine the right remediation plan, and drive toward a solution quickly.\n\nYou will also look beyond the individual ticket. You will review failures across the fleet, identify repeat problems, and work with Product Engineering when something needs a permanent product fix. You will become increasingly more knowledgeable on a range of Formic's products, ensuring that we're able to support and deliver on operational needs while minimizing the demand on Product and Software resources.\n\nThis is an in-office role based in Bolingbrook, IL or Oakland, CA. You will work closely with Field Service Engineers in the field and directly with Engineering and Design teams in the office.\n\nIn this role you will:\nOwn technical escalations for your assigned system types\nSupport FSEs with complex troubleshooting and root cause identification\nReview logs, system data, configurations, drawings, and failure history to determine next steps\nReproduce field failures on equipment in the office\nTest PLC, robot, software, electrical, and configuration changes to prove or disprove a theory\nBuild clear troubleshooting plans that FSEs can execute in the field\nIdentify repeat failures and trends across the fleet\nEscalate systemic product issues to Product Engineering with clear data, testing, and recommendations\nWork directly with Engineering and Design to answer technical questions and remove blockers for the field\nOwn and improve the knowledge base for your assigned systems\nMaintain troubleshooting guides, known issues, procedures, configurations, and lessons learned\nLook for ways to reduce repeat visits and improve first-time resolution\nTravel occasionally when the job requires it\nWhat makes you a great fit:\n7+ years of experience with industrial automation, robotics, or manufacturing equipment\nStrong troubleshooting skills across mechanical, electrical, controls, and automation systems\nExperience with PLCs, industrial robots, safety equipment, vision, networking, or other technologies relevant to the product you support\nComfortable working directly with equipment to reproduce problems and test solutions\nAble to use data and evidence to work through complex technical problems\nAble to recognize when an issue is isolated versus part of a larger product problem\nStrong written and verbal communication\nComfortable working across Field Engineering, Product Engineering, and Design\nAble to take ownership of an escalation and drive it until there is a clear next step\nAble to work from the Chicago or Oakland office during normal weekday hours\nBonus points if you have:\nBachelor's degree in engineering or a related technical field\nExperience supporting automation deployed across multiple customer sites\nExperience building technical support documentation or knowledge bases\nExperience working between field service and product engineering teams\nExperience using failure and service data to reduce repeat issues and repeat site visits\n\nWhat we look for:\n\nWe're building this company from the ground up, and every person we hire has an outsized impact on our culture, performance, and trajectory. While each team member brings unique strengths and perspectives, we look for people who align with our Operating Principles and embody them in action. If this sounds like you, Formic may be the right place for you!\n\nFearless Optimism: You make bold bets and default optimistic. You believe in the mission, aren't paralyzed by risk, and fear inaction more than failure. You see ambiguity as opportunity and bring energy to building what doesn't yet exist.\nCreate the Magic: You absorb complexity so customers don't have to. Whether your customer is external or internal, you focus on delivering experiences that are clear, fast, value-added, and outcome-driven. You don't say \"not my job.\" You make things work.\nToday, Not Tomorrow: You have a bias to action. You close the loop. You take extreme ownership. You understand that speed compounds, and you don't confuse activity with results.\nSeek Truth: You think from first principles. You value data over ego and strong opinions loosely held. You're willing to challenge assumptions, including your own, in pursuit of the best answer.\nMade of Rubber: You are resolute and adaptable. When things break or priorities shift, you rebound stronger. You treat setbacks as learning moments and move forward with grit.\nOne Formic: You operate without silos. You practice radical helpfulness, document clearly, and make clean handoffs. You assume positive intent and prioritize team success over individual credit.\n\nEqual Opportunity Employment:\n\nFormic is an equal opportunity employer. We do not discriminate on the basis of race, color, religion or religious creed, sexual orientation, gender, gender identity, marital status, family or parental status, disability, military or veteran status, or any other basis protected by law. All employment decisions are based on a person's merit, business needs, and role requirements. If you require further accommodations or have questions regarding accessibility of our roles, please reach out to careers@formic.co.\n\nAI Use:\n\nAt Formic, fairness and transparency are at the heart of our hiring process. We use AI-powered tools in some interviews to help our teams evaluate candidate responses, but all final hiring decisions are made by humans. You can learn more about how AI is used in our recruitment process by reviewing our AI Hiring Disclosure linked here.","datePosted":"2026-08-19T17:03:51.289Z","dateModified":"2026-08-19T17:03:51.289Z","hiringOrganization":{"@type":"Organization","name":"Formic","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Oakland","addressRegion":"CA","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"9704898eef8a9d4e16da0b68"},"url":"https://jobsearcher.com/jobs/9704898eef8a9d4e16da0b68"}}