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
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 accessibility@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.
