Product Support Engineer

<div class="content-intro"><p><strong>Who we are:</strong></p> <p>Formic 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.</p> <p>We 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.</p> <p>Backed 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.</p></div><h2><span style="font-size: 12pt;">About the role</span></h2> <p><span style="font-size: 12pt;">As 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.</span></p> <p><span style="font-size: 12pt;">Your 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.</span></p> <p><span style="font-size: 12pt;">You 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.</span></p> <p><span style="font-size: 12pt;">This 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.</span></p> <h2><span style="font-size: 12pt;">In this role, you will:</span></h2> <ul> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Own technical escalations for your assigned system types</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Support FSEs with complex troubleshooting and root cause identification</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Review logs, system data, configurations, drawings, and failure history to determine next steps</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Reproduce field failures on equipment in the office</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Test PLC, robot, software, electrical, and configuration changes to prove or disprove a theory</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Build clear troubleshooting plans that FSEs can execute in the field</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Identify repeat failures and trends across the fleet</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Escalate systemic product issues to Product Engineering with clear data, testing, and recommendations</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Work directly with Engineering and Design to answer technical questions and remove blockers for the field</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Own and improve the knowledge base for your assigned systems</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Maintain troubleshooting guides, known issues, procedures, configurations, and lessons learned</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Look for ways to reduce repeat visits and improve first-time resolution</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Travel occasionally when the job requires it</span></li> </ul> <h2><span style="font-size: 12pt;">What makes you a great fit:</span></h2> <ul> <li style="font-size: 12pt;"><span style="font-size: 12pt;">7+ years of experience with industrial automation, robotics, or manufacturing equipment</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Strong troubleshooting skills across mechanical, electrical, controls, and automation systems</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Experience with PLCs, industrial robots, safety equipment,  vision, networking, or other technologies relevant to the product you support</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Comfortable working directly with equipment to reproduce problems and test solutions</span></li> <li style="font-size: 12pt;"><span style="font-si