Product Support Engineer

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, when you need it. 15 days of paid time off, in addition to company holidays

Compensation Philosophy

Formic’s pay and equity packages are thoughtfully benchmarked against peer companies at a similar growth stage. Equity represents a meaningful part of our mutual investment: when Formic succeeds, so do you.

This role is paid hourly with a posted range of $42-49 per hour. Based on the nature of product support engineering work - which consistently runs approximately 50+ hours per week - total annualized earnings typically range from $120,000 - $140,000, depending on experience, hourly rate, and actual hours worked. Overtime is paid in accordance with applicable federal and state law for all hours worked over 40 in a workweek.

Posted Hourly Rate

$42—$49 USD