Senior Sustainment Engineer

About the Role:

As a Senior Sustainment Engineer at Mytra, you will join our Customer Operations team as we scale from early customer deployments to a growing installed base of live, production sites. Once a site moves through commissioning and into hypercare, Sustainment is the team that keeps it running and you’ll be the hands-on engineering leader closing the loop between what’s happening on the floor and what Engineering needs to know. We’re building the playbooks, escalation paths, and reliability discipline that turn field support from reactive and tribal-knowledge-dependent into something repeatable and measurable, and this role is central to that build.

The Senior Sustainment Engineer owns technical escalation for complex field issues once a site moves from deployment into hypercare and steady-state operations. You’ll be the engineer other Sustainment Engineers and field technicians escalate to when a fix isn’t obvious, and the person customers trust to close the loop on uptime and reliability commitments. Working closely with the Sustainment Lead and the broader Customer Operations team, you’ll drive root cause analysis and corrective/preventive action on recurring field issues, translate what you find in the field into engineering change requests, and mentor less-senior Sustainment Engineers into the same level of rigor.

Customer interaction is regular and on-site, particularly during hypercare and high-priority escalations. You’ll represent Mytra directly to customer maintenance and operations teams, and you’ll be a primary source of field feedback back into Engineering and Manufacturing. This role includes periodic rotating on-call or after-hours escalation coverage to support customer uptime commitments outside standard site hours.

This role is designed for someone who can operate independently on ambiguous, high-stakes field problems, build structure where none exists yet, and grow into ownership of reliability and sustainment strategy across multiple customer sites.

What You'll Do:

• Own technical escalation for complex field issues, leading root cause analysis (RCA) and corrective/preventive action (CAPA) on recurring or high-impact failures
• Translate field performance data and RCA findings into engineering feedback & change requests (ECRs) and design-for-reliability / design-for-supportability recommendations, in partnership with Engineering & Manufacturing
• Track and report on sustainment readiness metrics (MTBF, MTTR, uptime, service responsiveness) across your assigned site(s), and flag emerging reliability trends before they become systemic
• Own the technical handoff from Deployment into hypercare, validating that closeout artifacts, installed-base records, and open-issue trackers are complete and accurate before a site transitions to steady-state support
• Build and maintain technical support guides, troubleshooting manuals, and standardized playbooks that reduce reliance on tribal knowledge and speed up issue resolution across the field team
• Direct spare parts planning, service kit deployment, and CMMS/PLM usage for your site(s), and supervise external contractors where used
• Mentor Sustainment Engineers and field technicians in troubleshooting discipline, documentation quality, and safe field practices
• Escalate issues with clear context — root cause hypothesis, objective evidence, affected systems, and recommended next actions — and drive them to resolution with Engineering, Product, and the customer

What We're Looking For:

Must-have:

• 4+ years of progressive experience in field service, reliability engineering, customer support engineering, or sustainment/maintenance engineering roles, ideally with robotics, industrial automation, or complex electromechanical systems
• Hands-on electromechanical troubleshooting experience: wiring, connectors, sensors, actuators, and diagnosing issues around partially energized systems using hand and power tools
• Demonstrated RCA/CAPA experience and comfort owning a technical issue from first report through documented resolution
• Working knowledge of reliability and sustainment metrics (MTBF, MTTR, uptime) and how they’re used to gauge system performance
• Familiarity with CMMS/PLM systems for tracking parts inventory and maintenance work orders (Netsuite preferred)
• Clear cross-functional communication: comfortable escalating to engineering leadership, briefing customers directly, and mentoring less-experienced engineers
• Demonstrated safety discipline in live, powered industrial environments
• Ability to read electrical schematics and mechanical drawings

Nice to haves:

• Bachelor’s degree in Mechanical, Electrical, Manufacturing, or Systems Engineering, or equivalent hands-on experience
• Experience supervising external contractors or vendor service technicians
• Experience supporting new product introduction (NPI), defining field readiness or lifecycle support requirements
• Spanish/English bilingual communication skills
• Experience building or improving technical documentation, training materials, or standard operating procedures from scratch

Physical requirements:

• Able to perform physical labor for the duration of a shift, including standing for extended periods, climbing ladders, crouching, and crawling into tight spaces
• Able to lift and carry up to 40 pounds from the floor
• Able to work at heights with appropriate fall protection

A Final Note:

If this role excites you, we encourage you to apply — even if you don’t check every box. At Mytra, we build bots, but we hire humans. We value thoughtful challengers who communicate with clarity and respect, and we’re lifelong learners committed to getting better every day. We move fast, learn faster, and show up for each other under pressure. The best outcomes come from diverse perspectives working together to build something meaningful and built to last

Benefits Include:

• Competitive compensation and equity grants at a high-growth company backed by top-tier VCs
• Fully subsidized health coverage, including medical (baseline plans), dental, and vision for employees and dependents
• 401(k) plans and employer-subsidized life insurance
• Fully subsidized lunch and snacks at HQ—we eat and share stories together at the “long” table
• Generous PTO and company-paid holidays, including one week over the winter break so everyone can recharge together
• Voluntary pet insurance, Voluntary Life Insurance, Accident, Critical Illness, and Hospital Indemnity
• Fully subsidized tax advisory services and education to help you understand your equity
• Commuter benefits, including a up to $150 monthly commuter benefit
• Lively, modern combined office and lab space where we rapidly iterate through design, build, and test phases
• Fully equipped onsite gym and showers at headquarters

Pay Notice:

Compensation for this position will be set based on the candidate's experience level and location. The posted salary band is applicable only to the San Francisco Bay Area and is subject to change.