Product Support Engineer

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 Our Total Rewards: At Formic, we believe people do their best work when they feel supported both professionally and personally. That’s why we offer a comprehensive benefits and perks package for full-time, U.S.-based team members, including: Equity in Formic: Participate in our stock option program and share in the success of a fast-growing start-up backed by leading global investors Competitive & Uncapped Commission Structure: Designed to reward performance and impact in commission-eligible roles Comprehensive Healthcare Coverage: Medical, dental, and vision insurance through Blue Cross Blue Shield and Unum, with 99% of employee premiums covered and 75% coverage for dependents, with optional buy-up plans available Additional Insurance Benefits: FSA and DCFSA, life insurance, short-term disability, and long-term disability through Unum, all 100% employer-paid Employee Assistance Program (EAP): Fully funded by Formic, offering support when you need it most Paid Parental Leave Program: Up to 12 weeks of paid parental leave Company-sponsored 401(k): Invest in your future with our company-facilitated retirement savings plan Home Office Stipend: A one-time allowance for fully remote and hybrid employees to support an at-home or on-the-road work setup Monthly Cell Phone Reimbursement: Monthly stipend toward personal phone and internet expenses Paid Time Off: Take the time you need, whe