Product Support Engineer

Formic · Chicago

Customer Supportposted 3w ago

Who we are:

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.

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.

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.

About the role

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.

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.

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.

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.

In this role you will:

Own technical escalations for your assigned system types
Support FSEs with complex troubleshooting and root cause identification
Review logs, system data, configurations, drawings, and failure history to determine next steps
Reproduce field failures on equipment in the office
Test PLC, robot, software, electrical, and configuration changes to prove or disprove a theory
Build clear troubleshooting plans that FSEs can execute in the field
Identify repeat failures and trends across the fleet
Escalate systemic product issues to Product Engineering with clear data, testing, and recommendations
Work directly with Engineering and Design to answer technical questions and remove blockers for the field
Own and improve the knowledge base for your assigned systems
Maintain troubleshooting guides, known issues, procedures, configurations, and lessons learned
Look for ways to reduce repeat visits and improve first-time resolution
Travel occasionally when the job requires it

What makes you a great fit:

7+ years of experience with industrial automation, robotics, or manufacturing equipment
Strong troubleshooting skills across mechanical, electrical, controls, and automation systems
Experience with PLCs, industrial robots, safety equipment, vision, networking, or other technologies relevant to the product you support
Comfortable working directly with equipment to reproduce problems and test solutions
Able to use data and evidence to work through complex technical problems
Able to recognize when an issue is isolated versus part of a larger product problem
Strong written and verbal communication
Comfortable working across Field Engineering, Product Engineering, and Design
Able to take ownership of an escalation and drive it until there is a clear next step
Able to work from the Chicago or Oakland office during normal weekday hours

Bonus points if you have:

Bachelor’s degree in engineering or a related technical field
Experience supporting automation deployed across multiple customer sites
Experience building technical support documentation or knowledge bases
Experience working between field service and product engineering teams
Experience using failure and service data to reduce repeat issues and repeat site visits

What we look for:

We’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!

Fearless 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.
Create 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.
Today, 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.
Seek 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.
Made 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.
One 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.

Equal Opportunity Employment:

Formic 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.

AI Use:

At 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.