About the role

The Systems Support Engineer will act as the primary field contact for deploying, maintaining, and troubleshooting robotic systems at customer sites. They will collaborate with engineering teams to resolve technical issues and improve product performance through direct customer interaction.

What they look for

Robotics Customer Support Field Engineering Linux Python Robot Operating System (ROS) Hardware Repair API Integrations Troubleshooting Project Management Technical Presentations Machine Learning Motion Planning Computer Vision Control Systems

Requirements

Candidates must hold a degree in a relevant engineering field and possess at least 3 years of experience in customer-facing technical roles. Proficiency in robotics, Linux, and Python is required, along with the ability to travel up to 75% of the time.

Full description

About the Role

We're hiring a Systems Support Engineer to serve as a vital link between our customers and our engineering teams. In this role, you’ll work in the office communicating with customers’ operations teams to understand issues on site, triage incoming tickets with relevant data, investigate to determine a fix and deploy fixes or mitigations. When help is needed you will lead escalations to Engineering. Additionally, you'll be in the field to execute repairs, deploy fixes, ensure resolution and customer satisfaction. Further, you will partner with our sales team to improve existing performance and to develop and test new tasks for the robot leading to expansion at existing customers

This is an opportunity to use your deep technical expertise and passion for robotics while having a direct impact on Continuous Improvement and Chef's revenue stream. In this role, you’ll be responsible for managing one of the core drivers of the company’s success, our relationships with our customers. If you’re excited about working in a customer-facing role on hard technical problems and you thrive in the fast-paced, dynamic environment of an early-stage startup, we’d love to hear from you. Please note that this is a customer facing role where you’ll be deployed at our customers’ facilities at least 50% and up to 75% of the time

What You'll Do

Act as the face of Chef Robotics in the field, leading the in-field deployment and support of Chef’s robotic systems at customer sites
Investigate customer issues, triage incoming tickets with relevant data, investigate to determine a fix and deploy fixes or mitigations
Collaborate with Chef’s Applications and Engineering teams to prioritize to resolve production blocking issues
Execute field break/fix hardware repairs and deploy and test new software.
Work with Chef’s Customer Success team to improve existing performance and to develop and test new tasks for the robotServe as a touchpoint for the customer to ensure they have a great experience with our team and our product
Willingness to be hands-on with in system break/fix
Prepare and develop technical presentations to explain our company's products or services to customers

Qualifications

BS, MS, in Computer Science, Robotics, Electrical Engineering, Mechanical Engineering, or a related field
Minimum 3+ years' experience in a customer-facing role in applications engineering, deployment, solutions engineering, or similar roles
Prior experience in two or more of the following areas: machine learning, motion planning, robotics, computer vision, or control
Prior experience with at least one of the following areas: product engineering, applications engineering, solutions engineering, sales engineering, forward deployed engineering
Prior experience in API integrations for Support tooling development
Demonstrated track record of shipping products quickly and efficiently
Able to work independently and with minimal supervision
Ability to travel at least 75% of your time is required
Must be available to work a flexible schedule to support customers, including some weekends, nights, and on-call hours
Familiar with Linux/Unix and/or Robot Operating System (ROS); Python or Linux experience is a plus
Strong communications and project management skills to recognize, communicate, and properly document product issues, complaints and improvements